In looking forward to consumer banking’s future, CIMB Niaga has conceived a future branch office called CIMB Niaga Digital Lounge which assembles state-of- the-art technologies to provide a sophisticated and speedy banking experience and a ‘hassle-free’ service for consumer banking customers. Each Digital Lounge from CIMB Niaga is managed by a Digital Banking Manager who provides solutions for Consumer Banking customers. The Digital Lounge service is
an effort by CIMB Niaga to support the strategies in developing Digital Consumer Banking, by opening a a single new Digital Lounges in major cities including Jakarta, Medan, Solo, Surabaya, and Denpasar, eventually reaching a total of 22 branches.
Other branchless banking concepts to simplify Consumer Banking customers’ needs, including internet banking, CIMB Clicks, mobile banking Go Mobile, Phone Account, Phone Banking 14041, Preferred Phone Banking, OctoPay, and ATM services.
In 2016, CIMB Niaga upheld its status as one of the most advanced banks in Indonesia in supporting branchless banking, achieved by increasing branchless transaction numbers each year. In 2016, from a total of 190 million financial transactions, around 168 million transactions, or 88.06% were branchless banking transaction, with the remainder conducted conventionally in branch offices.
CIMB Niaga is a pioneer in e-channel banking development with the launching of “Rekening Ponsel”.
Periodically, e-channel-based branchless transaction will be developed to support financial inclusion from Bank Indonesia in its effort to expand access to banking services to cover people in all segments, including non-customers.
With mobile wallet technology, users can enjoy various services of CIMB Niaga through their own mobile phone, even without have a bank account. In 2016, numbers of “Rekening Ponsel” users at the end of the year grew by 57% reaching 2.2 million users, increasing from 1.4 million of users in 2015. Total users for CIMB Clicks increased by 22% to approximately 1.2 million users, up from 1 million users in the previous year. Total transactions of CIMB Clicks, either financial or non-financial transactions reached 199 million transactions up from 168 million transactions in 2015, with transactions volume increased by 22%, to Rp81.1 trillion, up from Rp66.7 trillion in 2015.
Go Mobile products recorded significant growth in 2016 with an users increase of 34% to 1.4 million users compared to 1.0 million users in 2015. Average
transaction volume each month was Rp1.1 trillion, with transactions volume in 2016 increasing by 35% to Rp13.2 trillion compared to Rp9.8 trillion in 2015.
The expansion of ATMs and CDM sas a practical way for customers to conduct transactions is on-going, including for cash withdrawals and deposits. The Branchless platform is also supported by 24-hour/7- day-a-week phone banking through 14041, or through the exclusive number 500 800, specifically for CIMB preferred customers.
Plans in 2017
To increase performance of Consumer Banking, CIMB Niaga will continue to deliver sustainable strategy policies while being mindful of the national economic condition. In principle, CIMB Niaga, through Consumer Banking, is willing to contribute to development and improvement of ease in assisting people with their financial matters while also improving CIMB Niaga’s performance.
The main focus of 2017 is to increase customer deposits through saving products to increase the low cost of funds balance. CIMB Niaga will also distribute consumer loans more aggressively, especially for mortgage loans, auto loans and credit cards, with a low non-performing loan ratio.
In mortgages, CIMB Niaga will always maintain good relationships with developers, maintaining competitive interest rates, and increasing the speed of mortgage application processing and lengthening loan tenor to 25 years to attract new customers. Meanwhile for auto loan business, CIMB Niaga will also increase credit processes, expand market areas to places that have not been reached, strengthen relationships with dealers and showroom partners, and intensify cross selling to internal customers.
In the credit card segment, CIMB Niaga will introduce several innovations for credit cards and debit cards, by targeting younger cardholders who prioritize speed and mobility in their daily activities, showing CIMB Niaga’s commitment to carve its reputation as an innovative bank.
In the savings product segment, CIMB Niaga is committed to improving service quality through communication and process enhancement, highlighting sustainability, oriented towards a better user experience. Acquisition of new customers will always be prioritized either from existing networks or from the “liabilities executive” team that is being developed as a new network. Cooperation with strategic partners will also be intensified to reinforce the stature of banking products while also expanding the marketing network, followed by specific market penetration. CIMB Niaga will also develop innovative products in the field of savings to be competitive and increase marketing of product bundling and cross- selling between business units.
Bancassurance will be encouraged to increase its active sales figures. However, in the wealth management segment, CIMB Niaga will continue to focus on development of asset portfolio management and regular investment by relying on internal cross selling strategies.
CIMB Niaga will also develop branchless banking to be in the forefront in providing digital banking services.
Development of the branchless banking service will be a service for customers to rely on, by increasing the sales of bundled products with the main target being corporate workers with regular incomes.
In addition, CIMB Niaga will be even more focused on market sharia products to anticipate the potential of the sharia market development. Ultimately, CIMB Niaga will prioritize cost-efficiency for each new customer acquisition and will bolster branchless banking as the main alternative to the acquisition of new customers and expansion of its customer base.
Consumer Banking
“I have been a customer of CIMB Niaga for 28 years, from the time it was still called Bank Lippo.
During those days I always enjoyed the utmost service from CIMB Niaga. I’ve often tried various CIMB Niaga’s products and services, such as the Business Savings, Forex Savings, BizChannel, until a service product called loyalty PoinXtra program was launched, which I felt offered the most benefits.
Liong Juen Fat
Owner PT Priskila Prima Makmur
I do not need to spend money for purchasing airline tickets, I just redeem my PoinXtra for Garuda Miles and I can obtain business class tickets for sightseeing abroad together with my extended family. I enjoy the financial benefit from consistent high interest given by CIMB Niaga. In addition, I often take advantage of the Bank’s promotional shopping discount offers with my family, both at home and abroad. I hardly have come to a Niaga’s branch office because I am well assisted by my Relationship Manager who can always be contacted whenever needed. Furthermore, I can rely on the internet banking facilities 24 hours a day. “
“For me, CIMB Niaga has always been able to establish a very good relationship with me personally, and with my family and employees. It is no surprise that all my family members and employees have banking accounts at CIMB Niaga. CIMB Niaga has not only helped me in my banking transactions, but it’s more than that. I really experience the service of a “king”, every problem and need can be handled fast and well. Because of this, I truly believe that CIMB Niaga provides service from the heart in all aspects, very professionally; that’s why I remain with CIMB Niaga for 28 years. “