Challenges

(1) Financial availability. With its open and sharing attributes, CCB Huidongni has further lowered the access threshold and enabled quality financial and non-financial service resources to reach micro, small and medium-sized enterprises, business owners and employees, especially customer groups that can be easily ignored such as first-time borrowers, startups, women, young people, people in rural areas, etc. and support continuous operation of enterprises and stable employment.
(2) Comprehensive service coverage of micro and small business customers. Micro and small businesses are typical longtail customers, who are not provided with sufficient convenient account service, scenario-based services such operation management, etc. Upholding the concept of inclusion and sharing, CCB Huidongni has leveraged its product innovation advantage as a financial institution and resource advantage as a service provider to provide preferential financing service, convenient financial service and zero-charge ecosystem service to micro and small businesses, effectively expanding the coverage of its comprehensive services.
(3) Access to professional service resources. While providing convenient online services, CCB Huidongni has effectively connected to CCB’s intelligent customer service resources and offline professional service staff, which has promptly solved the customer service response problem and assigned special personnel to handle customer demand, realizing a complete service link.

Primary target

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Description of Innovation

CCB made a breakthrough in the credit financing service app model and upgraded CCB Huidongni into an ecosystem-like comprehensive service platform which provides one-stop comprehensive services centering on the three sections of loan, wealth and service that can meet the operating needs of micro and small businesses throughout their full lifecycles. In the loan section, the platform has deployed such functions as intelligent product recommendation, speedy credit limit increase, process prompts, loan application tips, documentary evidence, etc. and optimized full-process online financing service experience. In the wealth section, the platform has expanded financial services like account settlement and investment & wealth management to enhance customer stickiness and recognition. In the service section, the platform has introduced public services including finance and taxation, logistics, legal service, etc., built social networking scenarios and functions such as enterprise name cards, and provided micro and small businesses with full-lifecycle journey services. Besides, CCB Huidongni has realized non-counter customer identity authentication using technologies like image recognition and biometric detection, and supported by the password management security matrix, the platform is able to identify fraud in scenarios and provide process protection, ensuring security of online convenient comprehensive service experience. The “CCB Huidongni” digital ecosystem service platform provides online integrated services including credit financing, comprehensive finance and operation management to micro and small businesses.

Results

(1) Leading and driving the banking industry to innovate in the mode of service for micro and small businesses. CCB Huidongni has reshaped the traditional counter business process. It has realized online processing of services like credit, account opening, etc., which has saved substantial comprehensive costs for enterprises. CCB Huidongni has provided customers a 24/7 portable bank, allowing customers to experience around-the-clock intelligent services anytime and anywhere. It has reduced customers’ dependence on manual work, supporting customers using services by themselves and enjoying self-service when needed anytime and anywhere.
(2) Improving financial service availability and penetration. As at the end of March 2023, CCB Huidongni served a total of 2,716,000 credit customers, in which customers whose de facto controllers are women accounted for 34.29% and customers whose de facto controllers are under the age of 35 accounted for 18.08%.
(3) Boosting the growth of enterprises. CCB Huidongni has used automatic system approval, fast credit-based lending, etc. to reduce financial costs for enterprises. With online functions such as appointment-based business and account query, CCB Huidongni has enabled financial services to reach enterprises faster. The platform also provides financial management legal service, etc. building a full-operation-journey service ecosystem for enterprises.