Alliance Bank Malaysia Berhad (Alliance Bank) today announced that it made significant progress on its key strategic priorities of acquiring more customers in its core segments, deepening customer engagement and improving efficiencies during the financial year ended 31 March 2022 (FY2022).
The Bank grew its SME loans by 12.4% year-on-year (“YOY”), which helped to boost its market share to 5%, by expanding its sales force and improving the productivity of its relationship managers with training and enhanced digital tools.
The Bank also launched Digital SME lending, which provides up to RM200,000 collateral-free financing. In FY2022, it disbursed RM60 million in Digital SME loans. At the same time, the Bank scaled up its digital Personal Loan and Deposits via the eKYC solution, resulting
in digital channels contributing 20% of its consumer banking acquisition.
The Bank continued to serve the personal and business banking needs of business owners, and has acquired twice the number of business owner clients with personal banking relationships compared to the year before.
The Bank also continued to expand the use of digital channels to deliver quick service to its
customers. There was close to 9% YOY increase in customers using its BizSmart ® and allianceonline digital platforms, as more features were introduced for its customers’ convenience.
As a result, digital transactions increased by 35% YOY, and now constitute 75% of total customer transactions.
To improve efficiency and keep its customers safe during the pandemic, the Bank launched virtual service counters at two branches to facilitate simple banking requests such as remittance.
Over 90% of customers who used the counters gave positive feedback on their experience. The Bank plans to expand the virtual service counter facility to ten more branches in the financial year ending 31 March 2023.
During the year, the Bank continued to offer payment relief assistance (“PRA”) to alleviate its customers’ financial stress. Its relationship managers proactively contacted all business owner clients to understand their financial situation, and helped them with a loan modification application or an extension before it expired.
As a result, 98% of its customers who took up the PRA packages have resumed payment.
Meanwhile, the Bank continued to offer various business supportive measures such as the BizSmart ® Solution, which provides business solutions at preferential rates, and #SupportLokal, which helps fast track listing of local businesses on e-commerce platforms.
In the past two years, #SupportLokal has driven over 430,000 visits to local businesses’ websites. For the Bank efforts, it ranked Top 2 in the industry for COVID-19 customer support measures in an independent study.
