Bank Mandiri's 'Nyaman Bersama Mandiri' Campaign Enhances Secure Transactions

Through the ‘Nyaman Bersama Mandiri’ campaign, Bank Mandiri is providing a consistent and reassuring service experience for customers at every touchpoint, embodying a spirit of wholehearted service. The campaign’s presence is also based on the belief that comfort is the main foundation for delivering service in every interaction.

This initiative aligns with the Danamon CX100 programme, a customer experience measurement framework for state-owned enterprises that encompasses three dimensions: ease, reliability, and comfort and security. Through this framework, Bank Mandiri directs every service initiative to reduce customer complaints, build positive public perception, and strengthen customer loyalty amidst competition in the national financial industry.

The initiative is realised through two main messages, namely ‘Layanan Bikin Tenang’ (Service That Calms) and ‘Transaksinya Terjaga’ (Transactions Are Secure), which serve as Bank Mandiri’s foundation for reinforcing customer trust, delivering consistent service quality, and addressing customer needs at every interaction point to achieve winning service.

Bank Mandiri’s Director of Operations, Timothy Utama, stated that this theme stems from a shift in how customers evaluate banks. According to him, transaction experience and service quality are now far more decisive than product features alone.

‘In the past, banking competition was mostly about products and features. Now, customers are smarter and judge service quality based on the experience they feel. Therefore, we are building a service experience based on three main principles: Simple, so every service is easy to access; Effective, so every need is optimally resolved; and Care, so every interaction reflects concern for the customer. We realise these principles through winning service, which is relevant, consistent, and delivers delight at every customer interaction point,’ Timothy said in a written statement on Thursday (9/7/2026).

He explained that this theme is also driven by the growing digital adoption in society, reflected in the increased use of Bank Mandiri’s digital services. As of the first quarter of 2026, Livin’ by Mandiri recorded 39 million users with 1.24 billion transactions. Furthermore, 99.2 per cent of Bank Mandiri’s non-cash retail transactions took place through digital channels.

For the first message, ‘Layanan Bikin Tenang’, Bank Mandiri relies on three applications: Livin’ by Mandiri for the retail segment, Livin’ Merchant for micro to medium enterprises, and Kopra by Mandiri for business customers. Currently, Livin’ Merchant serves 3.3 million merchants, while Kopra by Mandiri reaches approximately 335,000 users.

‘One of the newest features introduced is QRIS Tap based on NFC. Through this feature, customers can simply tap their phone on an EDC machine or transport gate such as MRT Jakarta, Commuter Line, and Transjakarta to complete a payment. Bank Mandiri has also expanded QR Cross Border to Japan and South Korea, allowing customers to transact abroad without having to exchange currency first,’ he said.

To support business customers, Bank Mandiri has also introduced Kopra Mobile, which enables more flexible transaction management directly from a mobile device. Through this application, customers can monitor accounts, initiate transactions, and approve transactions anytime and anywhere.

The second message, ‘Transaksinya Terjaga’, unites digital channels and branch offices into a single experience. 24-hour access is available through Livin’ Call and Kopra Call, which are toll-free as they operate over a data connection for complaint handling. Meanwhile, branch offices transformed into Smart Branches are directly connected to the Livin’ and Kopra applications.

Timothy said customers can choose the channel that suits their needs without having to restart the process from the beginning. This convenience is supported by Bank Mandiri’s service network, which reaches all regions of Indonesia. This support includes branch offices, ATM and CS Machine networks, as well as EDC devices spread across various merchant locations throughout Indonesia.

‘All of this infrastructure is connected in one integrated service ecosystem, enabling customers to access banking services more easily, safely, and comfortably. This is the essence of winning service, delivering services that are always ready to assist customers in every need,’ Timothy continued.

Timothy emphasised that the comfort promised through this campaign rests on one important pillar: security. The issuer, listed under the ticker code BMRI, implements multi-layered protection systems across all channels, from digital services to physical payment instruments, to ensure every access and transaction is validated and remains under the customer’s full control.

‘On Livin’ by Mandiri, protection is strengthened through a biometric login feature based on facial recognition, smart protection to limit access in risky conditions such as when receiving a phone call, and card control that allows PIN management and card blocking directly through the application,’ he revealed.

Meanwhile, Kopra by Mandiri relies on a multi-layer authorisation mechanism through QR-based token authentication to maintain corporate transaction security. Livin’ Merchant is equipped with various verification methods, such as passwords, face recognition, and PINs, to support operational security for business owners.

Furthermore, Bank Mandiri consistently maintains security aspects on various payment instruments used by customers daily. Mandiri Debit Cards and Mandiri Credit Cards are protected by EMV chip technology with a six-digit PIN, a 3D Secure authentication system based on OTP for online transactions, and a contactless feature that ensures card data is not stored on merchant terminals.