BMRI Boosts Performance Through Digital Ecosystems and Service Quality
Jakarta, CNBC Indonesia – Changing customer behaviour and increasingly dynamic expectations are prompting Bank Mandiri to continue improving service quality and developing an integrated financial and non-financial ecosystem. As the number of customers grows and their needs become more diverse, Bank Mandiri is committed to providing services that are accessible, secure, convenient and reliable at every customer touchpoint.
“Customer experience is the foundation of every service we develop. Customers need services that are fast, easy and secure, but also solutions that genuinely address their needs. That is why we continue working to ensure every interaction offers convenience and added value,” Bank Mandiri Operations Director Timothy Utama said, as quoted on Thursday (22 October 2026).
Timothy said Bank Mandiri’s digital services are built around customer experience and supported by a comprehensive, tested framework to provide a range of solutions in one app. These cover saving (Save Money), transactions (Move Money), financing (Borrow Money) and investment (Grow Money), as well as lifestyle services and integration with Bank Mandiri’s ecosystem.
For its 28th anniversary, Bank Mandiri launched digital gold services after obtaining a bullion licence from the Financial Services Authority (OJK). This makes Bank Mandiri the first conventional bank in Indonesia to hold a bullion licence.
“Through Livin’, customers can open a Gold Savings account, buy and sell gold, and access gold instalment facilities. Customers can also choose to collect physical gold at branches or through Gold ATMs located in cities across Indonesia,” Timothy said.
As of August 2026, Livin’ by Mandiri had 42.2 million registered users, up 23.4% year on year, while transaction frequency reached 3.7 billion, an increase of 21.6% year on year. The figures indicate that, in its fifth year, Livin’ by Mandiri continues to be trusted as an innovative banking platform that responds to customers’ changing needs.
The growth in digital transactions has also supported Bank Mandiri’s deposit-gathering performance. Its third-party funds (DPK) on a bank-only basis reached Rp1,687 trillion, up 17.6% year on year and exceeding industry growth of 13.7%.
“Nevertheless, Bank Mandiri believes an optimal customer experience is not built through advanced technology alone. In-person interactions continue to play an important role in providing comprehensive solutions,” he said.
Timothy added that Bank Mandiri is therefore continuing to strengthen integration between digital services and its branch network, ATMs/CRMs and contact centre through an online-to-offline approach. For example, with Livin’ Call, customers can contact the contact centre without using mobile credit or paying call charges, and receive faster service because they do not need to go through identity and verification questions such as their name, card number and mother’s maiden name.
“For Bank Mandiri, service that ‘wins’ means ensuring every interaction provides customers with convenience, solutions and added value. By combining digital innovation, reliable technology and increasingly personalised service across all channels, we want to continue delivering a delightful experience that strengthens customer trust and loyalty, in keeping with the spirit of ‘Nyaman Bersama Mandiri’,” Timothy said.
Bank Mandiri’s consistent efforts to improve service quality across its channels have also been recognised at the Danantara Indonesia CX100 awards. It was named Sector Champion in the Financial Services category and Grand Champion as the state-owned enterprise with the highest service score.
Bank Mandiri’s commitment to consistent service quality aligns with Danantara’s ‘Melayani Sepenuh Hati’ (Serving with All Our Heart) spirit.