Entering New Normal, BNI Prepares This Strategy

Entering New Normal,  BNI Prepares This Strategy

Jakarta, 26 May 2020 --- "Community safety must still be the priority. Our needs have certainly changed to overcome the risk of this outbreak. That is a necessity. That is what many people call the new normal or the new order of life.” Thereby President Joko Widodo revealed the strategy options in dealing with Covid-19, namely the people remain productive, but still safe from the virus outbreak.

Covid-19 is a new opportunity and challenge. Its existence accelerates the era of the Industrial Revolution 4.0. The Industrial Revolution 4.0 is the era of technology, the digital era, where information technology will become the center of all community activities and make BNI one of the banks that is ready to strengthen digital services in its operational activities in all outlets and various electronic channels including BNI Mobile Banking, BNIDirect, BNI SMS Banking , BNI Internet Banking, ATM, EDC, BNI Sonic and Agen46.

New normal is a necessity for BNI, a new lifestyle, a new way to continue to contribute by continuing to promote health and productivity. Changes in behavior, ways of interacting, communicating, and customer transactions become the basis for BNI to implement various strategies and innovations in various functions and unit lines. A new protocol-based service is designed and implemented on an ongoing basis to match current patterns and conditions.

This was conveyed by the Deputy President Director of BNI, Anggoro Eko Cahyo on his visit to BNI Rawamangun Branch Office in Jakarta, Tuesday (26 May 2020). On the same occasion, all BNI directors also visited branch offices to ensure readiness to enter the new normal phase.

Anggoro said that the company will continue to encourage and direct both individual and institutional customers to switch transactions using the BNI digital platform.

BNI’s Service and Network Director, Adi Sulistyowati, who is familiarly called Susi, ensured that BNI would soon convert conventional outlets to digital outlets. Front end services, business processes and sales models will be maximized with the support of IT infrastructure. Data warehouse and system Customer Relationship Management (CRM) will be optimized as an enabler of BNI's personalization services to simplify and accelerate customer transactions which will certainly have a positive correlation with the company's business improvement.

"The strengthening of digital services is proven to show its best performance. The growth of digital transactions in the first quarter of 2020 in BNI’s electronic service network increased overall by 31% compared to the same period in 2019. The increase was mainly contributed by transaction growth at BNI Mobile Banking, which rose 84.4% compared to the first quarter of 2019," Anggoro said.

Transactions through BNI Mobile Banking in Q1-2019 were 43 million, increased in Q1-2020 to 63 million transactions, or seen from rupiah, increased from Q1-2019 of Rp 56.1 trillion to Rp 103.4 trillion in Q1-2020

Anggoro also mentioned that the increase in digital transactions occurred for the corporate customer segment, namely BNI Direct. In Q1-2020, the volume of transactions using BNI Direct increased by 55% compared to the same period in 2019. The number of transactions also increased by 44%.

"This shows that institutional customers have switched to digital transactions, especially for current account customers, as well as debtors. All our debtors have started using BNI Cash Management this year. So, the increase in cash management is very significant," he said.

On the same occasion, the visit of BNI’s Deputy President Director to one of BNI Branch Offices was a form of BNI management's appreciation to customers for their trust and loyalty in making BNI a financial solution partner.

"Customer satisfaction is our passion to always give the best. BNI continues to be committed to providing the best service, always present in the lives of customers with features, convenience and a variety of value-added financial solutions," said Anggoro.

The visit of all BNI’s Board of Directors to branch offices is also in order to provide appreciation and enthusiasm for the vanguard of BNI who have struggled to work, always faithfully serving, providing solutions for every customer with various backgrounds and conditions. Appreciation is given to BNI service officers for prioritizing good impression and service while prioritizing the values of professionalism at work and the passion for work.

"The good impression and quality of service from BNI service officers is the key to creating a customer satisfaction that leads to trust and loyalty. Loyal customers are strategic assets for companies that are able to provide added value in the long run," he concluded. 


For more information, please contact:

Corporate Secretary BNI

Phone: 021-5728387



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