Ping An Bank has shown strong online operational capabilities and high customer satisfaction amid a complex and volatile market environment impacted by the COVID-19 pandemic. The bank’s performance in the first half of 2020 benefitted from the mobile banking and fintech enhancements introduced in the past few years.

Zhang Bin, chief information officer at Ping An Bank traced the bank’s digital transformation journey from building basic capabilities, modernising its IT infrastructure, to implementing an agile technology architecture that leverages artificial intelligence (AI) capabilities.

The bank’s digital capabilities ensure stable banking operations during COVID-19 pandemic

The digital upgrades that the bank has made mitigate the adverse effects of the COVID-19 pandemic. Zhang cited Ping An Bank’s achievements in online operations during the health crisis. For example, the “Ping An Salary” platform was added to the Ping An Digital Pocket APP (previously Pocket Finance APP) to provide various financial and employee management services to small and medium-sized enterprises. The bank made the Ping An Pocket Bank APP’s “Doing at Home” and “Seeing the World” portals accessible to retail customers to purchase financial products on their smart phones. Customer relationship managers are able to function and operate in real-time through the Pocket Banker app. Clients were able to open corporate accounts via online banking.

Ping An Bank started its digital transformation in 2017 by moving its businesses online, and embraced mobile banking and artificial intelligence (AI). It laid a solid foundation for the bank to respond to the adverse impacts of COVID-19. At the start of the outbreak, the technology team executed immediate contingency plans, which include prompt deployment of remote desktops and virtual private network (VPN) to support the large-scale migration of business to operate onl...

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