Heaptalk, Jakarta — Bank Central Asia (BCA) has been named the best bank in Indonesia in Forbes‘ World Best Bank awards.
The World Best Bank Awards are a collaboration between the international economic and business media company Forbes and the survey institute Statista. The evaluation methodology includes recommendations and satisfaction from 49,000 customers in 33 different countries, focusing on five key aspects: trust, terms and conditions, customer services, digital services, and financial advice.
“We dedicate this award to all our beloved BCA customers, as their support and trust enables us to continuously innovate, improve company performance, and provide quality services. We also extend our gratitude for the support from all stakeholders and the hard work of BCA employees across the nation,” stated Jahja Setiaatmadja, President Director of BCA, as quoted by Kontan (06/17).
Transformed into digital branches in 2018
Jahja outlined several efforts made by BCA to provide quality services for various customer segments and needs in Indonesia. One such effort is continuous investment to strengthen the hybrid banking ecosystem, which includes mobile and internet banking channels, point of sales, branch offices, ATMs, and contact centers.
These efforts have led to a 20.8% year-on-year increase in total transaction volume processed by BCA, reaching 8.3 billion transactions in Q1 2024. Specifically, digital channel transactions through BCA’s mobile and internet banking have reached 7.2 billion, up 23.5% year-on-year. BCA has been transforming its branches into digital branches since 2018, where customers can use digital machines and applications independently, supported by the latest technology.
In addition to digital services, BCA believes that branch offices still play a crucial role in providing customer service. Not all transactions can be fully replaced by digital means. Therefore, the company continues to develop its frontline staff, from transaction handlers to security personnel, to provide the most optimal service to customers. As of the end of March 2024, BCA has 1,258 branch offices spread across various regions in Indonesia. More than 80% of these have implemented innovative digital support devices and applications.
“With this award, we are further motivated to provide excellent and relevant banking services. Innovation is the key to meeting future challenges, and we are committed to always being at the forefront in providing the best financial solutions for all members of society,” Jahja concluded.
