Maybank to invest over RM100 million for IT
Sarawak Tribune - Friday, 16 August, 2002
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KUALA LUMPUR - Malayan Banking Bhd (Maybank) is expected to invest more than RMI00 million in Information Technology (IT) in the current year said deputy president, Datuk Mohammed Hussein yesterday.

"IT related investment ... that would easily be in excess of RM100 million. It will be internal­ly funded," he said when asked by reporters at the signing ceremony between the Maybank Group and HP Services for the bank's call cen­tre.

Maybank has invested RM50 million for its call centre located at Bukit Jelutong in Shah Alam and a major portion of the investment was for IT, he said.

The call centre would start operation in three phases and it would be fully integrated with a back-end system for better efficiency by end of 2003.

"This (call centre) is a big investment but this would not be the last investment. We will continue to invest to leverage technology and provide the service that meets the customers expectation," said Mohammed.

He believed that with the new call centre the bank would be able to provide better ser­vices to its customers and also increase its current customer base to seven million in two years time from six million now.

The call centre will give greater value to the group's ongoing transformation into a higher level customer-centric organisation, he said.

Besides being a resolution centre, the 60,000 sq ft call centre will also be able to pro­mote, market and sell the group's range of products and services to customers, he said.

Recently, he said the bank had improved its services by enhancing the self service terminals and it planned to expand its data warehouse.

On its internet banking, he said it was now recognised as the best inter­net banking site in Malaysia.

Maybank expects its on-line banking to have-one million subscribers by end of 2002, out of which half of them to be active users, he said.

"We see the ratio (between subscribers and active users) going up over the time because people are getting more used to on-line bank­ing, he said.

Majority of the active users are the young group and now the profile is moving to higher age group because convenience is a common need for all age group, he added. - Bernama