remote work with VC

Maybank averaging 4000 meetings daily on Zoom

Estimated reading time: 4 minutes

Zoomtopia 2021 kicked off last night in the United States and when daylight came to APAC region today, Zoom APAC Head, Ricky Kapur shared about wins in this region that the company has enjoyed the past year.

Zoom’s platform is being integrated into many industry use cases, and the examples Ricky shared spurs a lot of thinking about how else Zoom can be used.

Ricky said, “We’re becoming the hub for customers to collaborate seamlessly and fluidly. You know, the ability to connect disparate collaborative apps into the Zoom platform means you can accomplish everything in one place.

Suthesh admitted to not being a proponent of Zoom, and odds were stacked against the VC (video conferencing) tool because change (of solutions) amidst all the confusion at that time, would be disastrous.

“When you can chat, whiteboard with people in other locations, trigger actions and processes, translate in real-time and hold events for 1000s of people, all from inside one communications platform, then it becomes your biggest support in this digital hybrid era.”

Zoom at Maybank

Of all the information and stats shown however, it was Maybank’s case study which really stood out. The bank’s International CIO, Suthesh Nathan, shared about March 2020 when Malaysia went into full lockdown due to the coronavirus.

“As the financial industry sector, we were clear that it was the expectation of both our stakeholders, and our customer, and the country, and region, that our products and services will continue to function as normal.”

This has worked extremely well for the bank’s technology helpdesk centre to support staff by remotely ‘taking over’ staff’s computers to fix issues.

Suthesh admitted to not being a proponent of Zoom, and odds were stacked against the VC (video conferencing) tool because change (of solutions) amidst all the confusion at that time, would be disastrous.

This initial perception is a far cry from the responsibility Zoom is tasked with today at Maybank – enabling an average 4000 meetings, in a day.

Zooming into three use cases

Suthesh shared 3 use cases where Maybank uses Zoom beyond just traditional meetings – there is Zoom for sales, Remote control, and Zoom for relieving stress and loneliness. During the movement control order (MCO), Maybank used Zoom to bridge the gap between themselves and their customers.

Suthesh explained, “There are lots of processes that still require physical interaction. So we created something called Zoom for sales, which allows customers to contact us, and for us to contact our customers for product opening, order taking, and customer verification, and other sales and product information.”

Online Zoom meetings are also recorded and recordings are automatically stored on-premise for legal purposes and service improvement. The second use case, Remote Control, allows a person to take over a participant’s device, from a different remote location. This has worked extremely well for the bank’s technology helpdesk centre to support staff by remotely ‘taking over’ staff’s computers to fix issues.

So we created something called Zoom for sales, which allows customers to contact us, and for us to contact our customers for product opening, order taking, and customer verification, and other sales and product information.”

As a result, productivity and even customer satisfaction has improved because this remote control via Zoom is available at any time, and at the convenience of the staff.

Maybank has been able to conduct many activities online via Zoom – an annual dinner, aerobics classes, coffee breaks, festival celebrations, and more – to bring the employees together even though they are physically separated.

Zoom in the future for FSI

Suthesh admitted that the pandemic has forced industries, companies, individuals to increase their use of digital technologies.

Similarly for the financial services sector, banks have to relook bank branches of the future.

“Besides banks being just a website or app on your phone, it is becoming more like a 24×7 financial advisor. Video conferencing tools like Zoom play a big part in their strategy, where there will be an equal amount of non-human, as well as human interaction channels, for our customers,” Suthesh concluded.

Today, there are over 30,000 Zoom licenses across the banking group, which enable an average 4,000 meetings on a daily basis.