Chang Hwa Bank|Corporate Social Responsibility-Digital Innovation Services

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Digital Innovation Services

The Bank adopts big data and artificial intelligence to gain an in-depth understanding of the attributes of overall customers and to provide financial products that meet customers' needs, thereby achieving the goal of precision marketing. We actively develop digital financial services based on customers' needs, apply FinTech technology to various financial aspects to build an "integrated financial service in client's life". The Bank has been committed to digital financial innovation and launched the "Bank 4.0" online business. Through the incorporation of application fields such as social media, we expands service channels, integrates physical and virtual channels, and optimizes customers' interaction history in all channels to provide customers with safe and convenient financial services, enhance the Bank's competitiveness, and deepen relationships with customers while contributing to the sustainable development of the environment.

Understand Customer Needs and Communicating Promotion

The Bank adopts big data to collect and analyze customer-related information and build an information system according to competent authority's plan.
The Bank has established diversified communication channels to provide real-time online consultation:

24/7 customer service center: Service hotlines (412-2222 and 0800-365-889), the official website, personal e-banking, CHB Mobile Network App VoIP and Customer Service Center "Customer Message" on the official website.
Smart customer service: The official website, personal e-banking, CHB Mobile Network App or Facebook, LINE official account have smart customer service, to provide 24-hour online text chat with "Boa," or inquire about credit card account information through identity verification. You can also be transferred to live text customer service or online phone customer service according to the instructions.

To improve our smart customer service, we have created dedicated sections on our smart customer service platform homepage. These sections are called the "English Zone," the "Finance-Friendly Zone," and the "Credit Card Online Self-Service Zone." They offer a variety of exclusive popular information and quick menus, making it easy and fast for customers to access financial information with a single click. As of the end of 2023, the cumulative number of intelligent customer service users was 1,211,563.

Promote products through social media
With an eye toward enhancing brand friendliness and leveraging on the benefits of official social accounts, the Bank published posts on LINE, FB, YouTube, IG complemented with videos of the Bank's image ambassadors to increase the number of active users, improve customers' good impression and brand image recognition of the Bank. This would lead to customers' applications for services via online or physical channels where the Bank would provide customers with secure and convenient financial services.

Innovate Customer’ Experience

Digital Deposit
To address changes in customer lifestyles and digital financial needs, the Bank provides "e-Treasure" digital deposits. This eliminates the need for customers to visit the branch, reduces the risk of physical cash handling and infection, and offers various rewards and benefits. It also allows customers to open digital deposit securities delivery accounts and fund trust accounts online, reducing the need for repetitive application forms and providing more convenient and efficient financial services. In order to promote ESG sustainable finance and respond to the government's green finance action plan, we provide digital deposit customers with the option to participate in the Bank's "Green Deposit Project" and agree to allocate the funds towards green investment and financing projects when they make fixed deposits online. This allows them to collectively exert financial influence.
Online Financial Services

From a user experience and marketing perspective, we have redesigned the login homepage of the "CHB Mobile Network APP." The new design features a clean, distinctive, and stylish visual layout. We have also made adjustments to the app's system architecture to minimize the frequency of customer app updates when making future changes, thus optimizing the customer experience. Additionally, we have introduced the "CHB Lucky Charm 2.0" low-risk transaction security mechanism in the CHB Mobile Network App. After completing the necessary registration and binding procedures, customers can now use their mobile devices for identity authentication, enhancing online transaction security and simplifying the application process.
The online ATM has introduced the "Financial FIDO- Chip Financial Card Identity Verification Mechanism" service, enabling customers to verify their identity through the Bank's online ATM. This service adheres to international identity verification security standards, minimizing operational risks and enhancing customer application convenience.
The enterprise online banking has introduced the "Tai Shui API Instant Check and Payment" function. This feature enables users to quickly check pending bills and make payments using their water account number. Additionally, the foreign currency remittance feature in both corporate and personal online banking now includes the "SWIFT GPI Remittance Progress Tracking" to help customers monitor the status of their remittances.
In terms of blockchain applications, the Bank provides online financing services for the supply chain, can issue guarantee letters through the "Online Guarantee Letter Management System", and in response to the government's ESG paperless initiative, introduced electronic letter of credit and bill remittance services in the domestic electronic letter of credit system. As of the end of 2023, 103 guarantee letters have been issued online.
Introducing the Revolving Loan (EASY Online Application), adding features such as system-based decision outcomes, optional unit opinion mechanism, and online contract establishment. Furthermore, the salary-based loan approval criteria have been adjusted based on data analysis of existing cases, thereby optimizing the existing online loan application functions and providing holistic loan services.
In response to financial technology applications and ESG issues, we have implemented electronic payment services. This includes expanding the service to link icash2.0 card and All Win Payment with deposit accounts, achieved through collaborations with 9 dedicated electronic payment institutions. Encouraging customers to opt for online transactions over cash payments, aiming to enhance digital transactions and increase the flexibility of deposit account usage. Moreover, this initiative reduces production costs associated with paper currency, aligning with goals of advancing development of digital transformation and energy conservation and reduction of carbon emissions.
Promote digital transformation and innovative business models, designing digital transformation solutions for traditional meat markets, and building a "Smart Payment Service" to enhance transaction efficiency and security, as well as to maximize the benefits of financial inclusion.
"Smart Payment Service" helps enhance transaction activity in the meat market, assists underwriters in effectively managing funds, and creates higher economic benefits for the market.

Exclusive Payment Mechanism: The meat market can monitor the funding status of underwriters in real time and manage funds instantly before and after bidding through corporate internet banking.
Project Finance Service: the Bank provides exclusive financing solutions to address underwriters' cash flow issues. These solutions are supported by the Agricultural Guarantee Fund, which increases the likelihood of loan approval.
Reducing cash transactions: Encourage underwriters to utilize electronic payment methods, such as online ATMs and Taiwan Pay. This will help mitigate the risks associated with cash transactions and promote the adoption of digital finance.

By promoting the use of electronic channels and online transaction services through various business opportunities, our goal is to minimize the need for customers to physically visit branches and save time. This will enable customers to access financial services anytime and anywhere. Additionally, this initiative will lead to a reduction in paper usage, workforce, and energy consumption, resulting in a decrease in carbon emissions. Status of usage of electronic channels in 2023:

Credit Card Promotions
Issue cardholders' physical copies of written agreements and rights and interests manual in the "QR Code electronic version" to promote energy saving and carbon reduction. As of the end of 2023, 93,469 credit cards had been newly issued, which meant that 93,469 written agreements and physical copies of rights and interests manuals have been reduced.
Patented Technology Protection
In order to protect professional technology from infringement, the Bank has established a financial patent application process to speed up the acquisition of financial patents, and has actively applied for financial patents, with a goal of filing applications of 40 cases annually. As of the end of 2023, the Bank had obtained 272 financial patents.

Electronic Payment Innovation - Taiwan Pay Digital Life

The Bank is continuously improving its digital financial services and promoting inclusive finance by integrating Taiwan Pay mobile payment into the daily lives of the general public. This initiative not only reduces carbon emissions but also minimizes the environmental impact.

By seeking partners who share our vision, we are steadily expanding the range of applications for Taiwan Pay. Our plan is to enable mobile payments on unmanned devices like charging stations and smart devices, as well as in medical chain pharmacies. Additionally, we are actively growing the number of partners on the Taiwan QR Code (TWQR) and the Taiwan Pay system, as well as suppliers of Electronic Data Capture (EDC), to cater to the diverse payment requirements of the public.
Promoting the use of cloud-based supplier payment systems for small and medium-sized enterprises not only effectively reduces transaction costs but also significantly saves on personnel costs for businesses. This is achieved through the integration of online ordering and offline pickup, which allows businesses to serve different customer groups during various time periods, thereby enhancing operational efficiency. Furthermore, the system provides a consumer behavior analysis and evaluation function, enabling businesses to accurately plan their market strategies and improve competitiveness.