FY2023 M25+ Progress: Enhancing Digital Banking
1Q FY2023 M25+ Progress: Improving Customer Experience Through
Digital Ecosystems and Agile Delivery; Widening SME Business Coverage
Agile Delivery for
Better Efficiency and
Productivity
Faster Mortgage Processing
Launched Sales Force On-The-Go app
for single applications to enable our
sales team to originate home mortgage
applications on the go. Since the
launch, average monthly mortgage loan
application originations improved 22.1%
as of YTD April'23 compared with the
monthly average in FY2022
Agile Customer Experience
60->
Mortgage
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Deployed Agile CX at a pilot branch to improve
service quality, speed and experience as well as
staff productivity. Achieved faster TAT of 38% for
retail account opening
Re-segmentation of
SME Business for
Wider Coverage
Reorganising RSME, SME+ and Business Banking
under Commercial Banking in Malaysia for
deeper penetration and expanded the SME+
loans size from RM10 mil to RM20 mil. Since its
launch, loan application (by value) increased
>60% within two weeks compared with
application processed in Jan-Feb'23
Expanding Market Reach
Launched SME Digital Financing in
Singapore offering digital online clean
loan of up to SGD150K
Expanded Singapore's SME+ loan size
from SGD4 million to SGD10 million
Seamless and Improved
Consumer Experience
through Digital Ecosystems
Launched first-of-its-kind online Islamic Wasiat
(Will), EzyWasiat, with built-in faraid
distribution algorithm for inheritance.
Customers can also update this Wasiat anytime
Launched 'One-Click Renewal' for private
motor vehicle policyholders via ETIQA Smile
app, reducing renewal process time to -three
minutes
Etiqa introduced first-of-its-kind automatic
payment for flight delay claims upon
detection of a customer's flight delay (no
submission required) of more than two hours
Amount Committed
As at Mar' 23:
RM237.5 million
RM237.5mil
FY2023 M25+ Expected Investments (Opex and Capex)
FY2023 Allocation: RM1.45 billion
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