UOB Thailand wins Thailand Technology Excellence Award at Asian Technology Excellence Awards 2025

SME Digital Advisory Platform sets a new benchmark for data-driven, personalised banking solutions.

United Overseas Bank (Thai) Public Company Limited (UOB Thailand) was recognised with the Thailand Technology Excellence Award for Analytics - Banking at the Asian Technology Excellence Awards 2025 for its best-in-class SME Digital Advisory Platform.

Designed to transform the traditional SME banking experience into a digital-first, insight-driven journey, the SME Digital Advisory Platform integrates advanced analytics, customer data, and seamless automation with human advisory expertise. The result is a hybrid solution that empowers relationship managers with real-time insights whilst delivering personalised and relevant support for small and medium-sized enterprises (SMEs).

Ms Sayumrat Maranate, Head of Business Banking, UOB Thailand, said, “This recognition reflects our commitment to going beyond banking in making financial services simpler, smarter, and more relevant for our customers. Through Hybrid Intelligence, we combine data, technology, and human insight to deliver tailored solutions that help businesses grow with greater confidence and agility.”

Seamless engagement across the SME journey
Launched to address the evolving needs of SMEs, the platform ensures a consistent and personalised experience across every stage of the customer journey, from digital awareness to after-sales service. Instead of SMEs needing to navigate multiple channels to find suitable promotions or support, UOB Thailand uses data-driven digital marketing to deliver tailored offers aligned with customer behaviour.

Requests made via digital channels are automatically routed to relationship managers through the bank’s in-house real-time response automation, enabling immediate and relevant follow-up. This reduces wait times and creates a seamless transition between digital and human interactions.

Personalised advisory powered by data
At the heart of the platform is UOB Thailand’s proprietary Smart CRM system. Combining internal and external data sources, the system creates a digital twin of each customer, offering relationship managers a single-screen view of profiles, product holdings, transaction history, and personalised insights. Equipped with next-best-offer recommendations and proactive alerts, relationship managers can anticipate client needs and engage with them at the right time with the right solutions.

Supporting tools such as the Follow-Up Item Tracker help ensure that pending requests are not overlooked, reducing anxiety for clients and fostering stronger trust. Additionally, the Smart Referral Platform and Smart Planning Dashboard allow both customers and bankers to track applications in real time and analyse conversion data, ensuring transparency and efficiency.

Driving measurable results
The impact of the SME Digital Advisory Platform has been significant. Financially, UOB Thailand achieved a 44% year-on-year increase in trade average net revenue, a 10% growth in loan volumes, and a nine-basis-point reduction in non-performing loans. From an employee perspective, the initiative reduced workload burdens, resulting in a record-high employee engagement score of 94% and a 21% year-on-year increase in revenue per staff.

Customers have also seen tangible benefits, reflected in a Net Promoter Score (NPS) of 78.3%, the highest recorded for the bank, marking a steady year-on-year improvement. In 2024, UOB Thailand was ranked first in Bain & Company’s SME Experience survey, underscoring its leadership in customer satisfaction.

Technology and human collaboration at its core
Beyond financial performance, the platform has fostered a stronger internal culture of collaboration and knowledge sharing. Through an internal community portal, relationship managers exchange best practices, success stories, and market insights, enhancing their advisory capabilities and ensuring SMEs receive the most relevant guidance.

By seamlessly blending human expertise with technological innovation, UOB Thailand has set a new standard for SME banking – one where efficiency, personalisation, and customer experience converge.

The Asian Technology Excellence Awards celebrates the most outstanding technological innovations and achievements across Asia, recognising organisations that leverage emerging technologies to drive business value, strengthen customer experiences, and transform industries.

The Asian Technology Excellence Awards is presented by Asian Business Review. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for your company's outstanding retail initiatives, please contact Julie Anne Nunez-Difuntorum at +65 3158 1386 ext 242 or [email protected].