BCA Uses Technology with Human Touch to Serve Customers

LAINNYA

Nov 21 2024, 20.24

BCA as the largest private bank in Indonesia realizes that experience is the most important thing in solving all problems. As Albert Einstein said, the only source of knowledge is experience. Therefore, BCA uses its 67 years of experience in serving customers.

BCA's EVP Corporate Communication & Social Responsibility Hera F. Haryn revealed that, based on this long experience, BCA has now embraced the concept of hybrid banking to meet the diverse needs of customers. In addition to consistent digital innovation, BCA continues to rely on the human touch in providing quality service to customers. This is reflected in BCA's continued expansion of branch offices across Indonesia.

“We still have new branch offices throughout Indonesia and most recently we have built several new branch offices in Eastern Indonesia, for example in Sumbawa Besar, Merauke, and Maumere, East Nusa Tenggara. Technology and human touch complement each other. These two things are BCA's DNA and values, and have always been at the core of our service excellence,” said Hera at the World Public Relations Forum 2024 in Nusa Dua, Bali, Wednesday (20/11/2024).

Hera told me about one of BCA's customer services that went viral some time ago. At that time, there was one BCA customer who gave a testimonial about the cat he always fed every time he came to one of BCA's branch offices. However, one day, he did not find the cat he used to feed. Then, the customer asked the teller to ask about the cat's whereabouts.

Hera explained, in response to the customer's question, the head of the BCA branch office then asked the head of the branch office service department to use his car to find out where the cat was. Not long after, the cat was found about a kilometer from the branch office.

“And after finding it, they told our customer, hey, this is the cat you asked about. So, it's not just about the cat or the branch. But also how the values that we build in the BCA family to serve customers. In the end, this provided a special experience for one of these customers, who then organically mentioned that BCA provides extra service,” Hera explained.

Hera added that BCA also uses two mobile banking applications as a form of service to diverse customers. The first application is BCA Mobile or known as m-Banking BCA. The other application is a future superapps called myBCA.

“Many people ask, why does BCA use two mobile banking applications? We think the fundamental thing to do if you're in business is to know your customers. Our customers range from students to the senior generation. We always ask them, are they comfortable using the new myBCA app, which has many features? It turns out that senior generation customers prefer the BCA mobile application that they are already used to using to fulfill their banking needs. Therefore, BCA decided to use both mobile applications. Senior customers can still use BCA mobile, and younger ones can use myBCA,” concluded Hera.

Penulis : Doddy Rosadi

Editor : Doddy Rosadi

World Public Relations Forum 2024 Bank Central Asia

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