Jakarta, CNBC Indonesia \u2013 Changing customer behaviour and\nincreasingly dynamic expectations are prompting Bank Mandiri to continue\nimproving service quality and developing an integrated financial and\nnon-financial ecosystem. As the number of customers grows and their\nneeds become more diverse, Bank Mandiri is committed to providing\nservices that are accessible, secure, convenient and reliable at every\ncustomer touchpoint.<\/p>\n
\u201cCustomer experience is the foundation of every service we develop.\nCustomers need services that are fast, easy and secure, but also\nsolutions that genuinely address their needs. That is why we continue\nworking to ensure every interaction offers convenience and added value,\u201d\nBank Mandiri Operations Director Timothy Utama said, as quoted on\nThursday (22 October 2026).<\/p>\n
Timothy said Bank Mandiri\u2019s digital services are built around\ncustomer experience and supported by a comprehensive, tested framework\nto provide a range of solutions in one app. These cover saving (Save\nMoney), transactions (Move Money), financing (Borrow Money) and\ninvestment (Grow Money), as well as lifestyle services and integration\nwith Bank Mandiri\u2019s ecosystem.<\/p>\n
For its 28th anniversary, Bank Mandiri launched digital gold services\nafter obtaining a bullion licence from the Financial Services Authority\n(OJK). This makes Bank Mandiri the first conventional bank in Indonesia\nto hold a bullion licence.<\/p>\n
\u201cThrough Livin\u2019, customers can open a Gold Savings account, buy and\nsell gold, and access gold instalment facilities. Customers can also\nchoose to collect physical gold at branches or through Gold ATMs located\nin cities across Indonesia,\u201d Timothy said.<\/p>\n
As of August 2026, Livin\u2019 by Mandiri had 42.2 million registered\nusers, up 23.4% year on year, while transaction frequency reached 3.7\nbillion, an increase of 21.6% year on year. The figures indicate that,\nin its fifth year, Livin\u2019 by Mandiri continues to be trusted as an\ninnovative banking platform that responds to customers\u2019 changing\nneeds.<\/p>\n
The growth in digital transactions has also supported Bank Mandiri\u2019s\ndeposit-gathering performance. Its third-party funds (DPK) on a\nbank-only basis reached Rp1,687 trillion, up 17.6% year on year and\nexceeding industry growth of 13.7%.<\/p>\n
\u201cNevertheless, Bank Mandiri believes an optimal customer experience\nis not built through advanced technology alone. In-person interactions\ncontinue to play an important role in providing comprehensive\nsolutions,\u201d he said.<\/p>\n
Timothy added that Bank Mandiri is therefore continuing to strengthen\nintegration between digital services and its branch network, ATMs\/CRMs\nand contact centre through an online-to-offline approach. For example,\nwith Livin\u2019 Call, customers can contact the contact centre without using\nmobile credit or paying call charges, and receive faster service because\nthey do not need to go through identity and verification questions such\nas their name, card number and mother\u2019s maiden name.<\/p>\n
\u201cFor Bank Mandiri, service that \u2018wins\u2019 means ensuring every\ninteraction provides customers with convenience, solutions and added\nvalue. By combining digital innovation, reliable technology and\nincreasingly personalised service across all channels, we want to\ncontinue delivering a delightful experience that strengthens customer\ntrust and loyalty, in keeping with the spirit of \u2018Nyaman Bersama\nMandiri\u2019,\u201d Timothy said.<\/p>\n
Bank Mandiri\u2019s consistent efforts to improve service quality across\nits channels have also been recognised at the Danantara Indonesia CX100\nawards. It was named Sector Champion in the Financial Services category\nand Grand Champion as the state-owned enterprise with the highest\nservice score.<\/p>\n
Bank Mandiri\u2019s commitment to consistent service quality aligns with\nDanantara\u2019s \u2018Melayani Sepenuh Hati\u2019 (Serving with All Our Heart)\nspirit.<\/p>", "url": "https:\/\/jawawa.id\/newsitem\/bmri-boosts-performance-through-digital-ecosystems-and-service-quality-1792687885", "image": "" }, "sponsor": "Okusi Associates", "sponsor_url": "https:\/\/okusiassociates.com" }