Indonesia’s Bank Mandiri has built a big data platform to track financial transactions, monitor employee health and speed up its debt restructuring processes for customers in a bid to become more resilient amid the Covid-19 pandemic.
Based on Cloudera’s data platform, the enterprise information and decision platform enables the bank to manage more than 100 million data records a day and make use of data-driven insights to adapt faster to the changing situation.
Billie Setiawan, head of enterprise data management at Bank Mandiri, said the platform has strengthened the bank’s resiliency and agility in coping with the pandemic, which has put significant pressure on the Indonesian economy and the banking business. “Yet, it has also brought about the new normal, which includes changing customer behaviours,” he added.
Setiawan said the data platform monitors the liquidity and daily transactions of its 2,556 branch offices and 2,236 micro networks in real time. With the ability to collect important data, such as footfall, volume, value and frequency of transactions, Setiawan said the bank can make more effective decisions, empowering it to deliver excellent customer service and maintain well-organised transactions.
The big data platform also provides Covid-19 exposure zone mapping that the bank can use to decide which branches should remain operational, as well as swiftly deliver that information to customers and stakeholders, such as the government’s financial services authority.
With 76,477 employees working in 12 regional offices, 90 area offices and 2,556 branch offices every day, Bank Mandiri also needs to quickly identify potential exposure to Covid-19 in its workforce.
In a matter of hours, the platform can determine whether any employee is potentially exposed to the disease, by recording and analysing their work location, the type of transportation they use, and their movement patterns daily. These insights will enable the bank to decide how to best arrange its teams and minimise the risk of coronavirus exposure to its employees.
And by analysing factors that can speed up the debt restructuring process, the platform also enables Bank Mandiri to maintain its service-level agreement with customers, said Setiawan.
Remus Lim, managing director of ASEAN and India at Cloudera, said the bank has proved that taking a data-driven approach is crucial in addressing the impact of Covid-19 on the banking business and customers.
“Cloudera’s data platform has assisted Bank Mandiri in handling the complexities of data management and supporting multifunction analytics amid changing situations, without compromising on security, governance and compliance with the prevailing regulations,” he added.
Read more about big data analytics in ASEAN
- Malaysia has spearheaded several programmes to build up its data analytics talent pool in efforts to improve efficiency and productivity of Malaysians.
- Southeast Asian CIOs converged in Edinburgh to delve deeper into issues that have been holding back efforts to become better data-driven organisations.
- At Singapore’s DBS Bank, the use of data analytics has been instrumental in its efforts to make digital banking transactions as seamless as possible.
- Malaysia’s Affin Hwang has been tapping data analytics to better profile its customers, increase sales leads and identify new customer segments.
Bank Mandiri, Indonesia’s largest financial institution, has been a keen adopter of big data for a while now. In June 2020, it deployed Tableau’s data analytics platform to accelerate data-driven decision-making across the organisation.
Its key business functions, such as loan disbursement and renewal, as well as customer profiling and engagement, now have access to Tableau to guide decision-making and improve the speed of information delivery. Business intelligence reports that used to take two weeks to create can now be done within two days.
Setiawan said faster access to data and data visualisation tools has allowed the bank’s management and other stakeholders to be armed with timely information to do their jobs better. He added that the bank has also been able to target customers better by offering suitable products and improve engagement.
As part of its vision to build a data culture, Bank Mandiri is also improving data literacy across the organisation. It has set up a user group to bring employees together to share best practices in monthly sessions led by data coaches.
“We aim to remove data barriers for different business groups through wider user education and engagement,” said Setiawan. “We look forward to enabling self-service analytics at scale and empowering our employees with access to the data they need to succeed.”