JAKARTA - PT Bank Tabungan Negara (Persero) Tbk stated that transactions through the company's digital banking or e-channel services reached 96 percent of total transactions during the pandemic.
"We see a significant change in transactions in 2020, where the total financial transactions via e-channels and tellers amounted to 200,885,753 transactions and the total e-channel transactions themselves amounted to 192,183,992 transactions," said BTN President Director Haru Koesmahargyo. in a statement in Jakarta, quoted from Antara, Friday, July 2.
From these transactions, it can be seen that there is a significant shift in that there are fewer transactions made at bank offices, which is only about four percent, meaning that almost 96 percent have been done electronically.
According to Haru, the increase in the number of transactions through e-channels indicates that mobile banking, internet banking and cash management system (CMS) services have made it easier for customers to transact.
For this reason, he continued, the company will continue to strive to further strengthen digital banking services in the midst of the COVID-19 pandemic which is still not over.
"We are trying to provide solutions and convenience for customers to transact as a form of adaptation during the COVID-19 pandemic, which requires restrictions on people's physical activities and interactions," Haru said.
With the restrictions during the pandemic, BTN also does open banking, meaning that customers don't need to come to the bank, but they can make transactions anywhere.
Haru said digital banking has long been considered the future of banking, so a strategy is needed to be able to compete with many entrants in the customer-oriented banking market to provide a better user experience.
"In every digitalization initiative, banks are expected to be able to respond to the development of digital services while still paying attention to aspects of reliability, availability and serviceability," Haru said.
Haru explained, there are six focuses and strategies carried out by Bank BTN to strengthen its digital services. First, the acquisition of BTN digital service users, both new and existing customers, as well as increasing transactions by increasing marketing activities for BTN digital banking products.
Second, developing service features based on personal needs so that the needs for the latest services can be enjoyed by customers.
"This digital banking is the first innovation that understands what customers want, at BTN itself we understand that their needs are for example buying a house or searching a house, then being able to buy cash, can also buy a mortgage, and new journeys from the community, for example wanting to renovate a house or buy a new house, or sell an old house to then buy a new house. Well, this is the journey we must follow," said Haru.
Third, namely accelerating the addition of payment features and services as well as purchasing services on all digital service channels. Fourth, BTN will build a new service system that can directly increase users and transactions on digital service channels.
Fifth, the issuer with the BBTN stock code will strengthen the BTN Housing Ecosystem services, both services for housing developers and residents of the housing (pre-KPR, KPR realization, post-KPR) so that they are always connected to BTN.
"Finally, process acceleration is accelerating the addition of features, payment services and purchasing services on all digital service channels by implementing efficient and effective partnership and application development processes," said Heru.
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