Jakarta, CNBC Indonesia — Several years ago, the public always related BTPN to a bank for retirees or pensioners. This perception emerged because each month a lot of retirees came to BTPN branch offices to collect their pensions.
Today, the image has slowly gone. Although the bank has not changed its core business as a bank serving retirees and micro, small and medium enterprises (MSMEs), BTPN has now transformed into one of modern banks developing its service and innovation based on today’s technology.
BTPN Head of Digital Banking, Peterjan van Nieuwenhuizen, said the bank’s change and transformation were done because the customers have changed and the management has considered that digital technology would open up a new opportunity for banking business.
“The dynamic and complexity of problems have pushed the need of change in the society and we are demanded to become simpler, faster but still safe,” van Nieuwenhuizen said.
In the past few years, technology has rapidly developed especially the high increase of internet penetration and smartphone users. Based on a 2017 survey from the Indonesian Internet Service Providers Association (APJII), internet penetration in Indonesia has reached 143.26 million people, or 54.68 percent of the population.
Advanced technology has created disruptions to banking business. Technology development has demanded the change of old school ways in running the business into a new one which needs and supports continuous innovation.
Van Nieuwenhuizen explained that BTPN’s transformation was aimed at significantly increasing the number of costumer services in a relatively short term.
“With banking digitalization service, we can add the customers’ alternative channels which will positively affect our customer experience and in the long run will reduce the bank’s operational costs,” he said. (roy/roy)
CNBCIndonesia.com / Wanti Puspa Gustiningsih & Roy Franedya
Published on 22 February 2018