OREANDA-NEWS. April 11, 2013. In 2012, Agricultural Bank of China Limited (ABC) actively developed the “Smart Bank”, providing customers with flexible, efficient, convenient and safe online financial services. ABC has put great emphasis on targeting the Bank as a “Smart Bank” featuring comprehensive account management, flexible fund procurement,easy investment and wealth management and safe technical support with a service system covering five major online financial services, namely online banking, telephone banking, mobile banking, self-service banking and e-Commerce banking to offer interconnection, keen insight, intelligent response and user-friendly experience.

The Bank was endeavored to breaking through the time and space limitation and providing flexible,effective, convenient and secured customized services to our customers. In 2012, ABC completed 31,653 million electronic transactions, representing an increase of 50.1% over the previous year, accounting for 67.8% of our total number of transactions, representing an increase of 5.19 percentage points over the previous year. ABC’s efforts were recognized by numerous awards,including “Top 10 User Favourite Electronic Finance Brand” and “Most Innovative Electronic Banking Award”.

ABC intensified the application functions of e-finance to further improve customer experience

ABC adopted the most advanced Internet technology to consolidate and enhance online banking functions, enrich online banking application, streamline the business processes, and improve customers’ experience. In 2012, ABC optimized the operating environment of personal online banking system and improved the system of wealth management products via personal online banking. ABC also developed new functions of foreign exchange transactions for personal online banking and launched personal online banking for Hong Kong Branch.

As of the end of 2012, we had 88.37 million personal online banking customers and total transaction volume for our personal online banking amounted to RMB72.64 trillion.ABC continued to refine and upgrade our corporate online banking system, comprising the Zhixin Version, Zhirui Version, Zhibo Version and Zhiyi Version. We optimized the functions in businesses such as wealth management, foreign exchange transactions and supply chain financing, and provided differentiated services to various customers including micro-, small-, medium-, and large-sized enterprises as well as conglomerates. At the end of 2012, we had approximately 1,900.1 thousand corporate online banking customers and the total transaction volume of our corporate online banking was RMB54.26 trillion.

ABC promoted the construction of voice finance system to further improve its service capability

In 2012, ABC made a plan for the construction of integrated customer service system and accelerated the construction of the “new-generation” customer service platform. It opened special lines for VIP customers and complaints and launched the customer satisfaction survey system to further improve the service capability. The customer service center 95599 received 435 million calls throughout the year, of which 5.273 were answered by the staff. The customer service center of ABC won several awards such as the Incoming Calls Answerer Model Award and the Complaint Handler Model Award.

ABC innovated the mobile finance service model to further expand its business coverage
In 2012, ABC launched a product line of “Smart e-Palm”. It introduced wealth management products, improved version and functions of e-Palm banking and diversified functions for value-added services. It pushed forward the synergic integration of all e-banking channels, explored the mobile finance service model, and actively promoted the pilot program of mobile payment in rural areas. By the end of the year, the number of users of e-Palm banking had reached 56.85 million with the annual transaction amount of RMB421,084 million. The number of users of SMS of e-Palm banking was 149.43 million with 6.48 billion text messages sent in the year.

ABC intensified the investment in self-service finance to further improve the capability of serving Sannong (agriculture, farmer and rural area)

ABC actively pushed forward the construction of integrated self-service platform system and renovated self-service facilities for the acceptance of financial IC cards in cash transactions. It intensified the investment in self-service facilities, expanded the coverage of self-service facilities in rural outlets, and supported the “Kins Farmer’s Benefit Express” project. ABC’s capability of serving Sannong was considerably improved. As at the end of 2012, ABC had 76,234 cash self-service facilities with the annual transaction volume of RMB8.77 trillion. The number of self-service terminals reached 34,314 with the annual transaction volume of 6.93 trillion. Besides, ABC had 318 mPay machines with the transaction volume of 8.97 trillion.
ABC accelerated the construction of e-commerce finance platform to further promote its brand recognition

In 2012, ABC launched the pilot electronic e-commerce sales and payment platform and promoted online K-code payment and inter-bank payment products. With the multi-platform system consisting of the general B2C payment platform, general B2B payment platform, fund direct sales payment platform and online trading market payment platform, ABC provided different ways of payment such as “mobile WAP payment” and “telephone purse payment”. ABC continuously organized promotion campaigns for e-commerce products.

It held expansion activities for special merchants in key industries such as agriculture, forestry, husbandry and fishing, engineering and manufacturing, tourist hotel and fund and insurance, actively promoting the brand recognition of “Leading E-commerce”. As at the end of 2012, the total number of special merchants of ABC reached 5,850 with the annual e-commerce transaction volume of RMB654,891 million.