Celebrates Customer Day, BCA Always Stands by Customers' Side

Jakarta, 4 September 2023 - In celebration of National Customer Day on 4^th September 2023, PT Bank Central Asia Tbk (BCA) reaffirms its “Customer First” philosophy in providing quality services to all beloved customers, including digital innovations.

“For BCA, National Customer Day is not only a celebration to appreciate and express gratitude to our customers but also a moment of reflection for us to understand how far we can meet our customers' needs. We are fully aware that the trust and loyalty of BCA's customers are crucial factors that have enabled us to continue serving for 66 years,” stated President Director of BCA, Jahja Setiaatmadja, during the National Customer Day celebration at BCA KCU City Tower, Jakarta, on Monday (4/9).

As a national bank, BCA firmly adheres to the “Customer First” philosophy, which places every customer as the focal point of the services offered. For example, various digital innovations undertaken by BCA are always aimed at addressing the diverse needs of customers, both current and projected future needs.

The “Customer First” philosophy has been the driving force behind the development of numerous digital innovations, which have found widespread use among our customers. One of the best practices is the introduction of the online account opening feature in the BCA mobile app, launched exactly one year before the pandemic and continues to be a trusted resource for customers in this digital age. As of June 2023, the number of customer accounts has reached 37.6 million, marking a 19.4% year-on-year growth, primarily attributed to online account openings, which account for 66% of all individual accounts opened in the first half of 2023.

In addition to continually refining the features of the BCA mobile app and internet banking (KlikBCA), BCA also has other digital initiatives, such as the myBCA app, as a milestone in the development of integrated service applications in the future.

BCA continues to add several features to myBCA to enhance customer transaction convenience. These include debit card control, credit card control, cardless features for cash withdrawals and deposits at BCA ATMs, and even credit card bill payments. These innovations enrich the myBCA service, following BCA's earlier integration of wealth management services through the WELMA feature and the introduction of several features like biometric login, "Pay and Top-Up," foreign currency transfers, and Flazz card top-ups. myBCA and BCA mobile will run concurrently in the future to provide a comprehensive banking service solution for customers.

Despite the availability of digital services, BCA acknowledges the crucial role of branch offices in serving customers. Not all transactions can be fully replaced by digital methods, so front-line staff, including those responsible for transactions and security, are continuously being improved to offer the most optimal service to customers. In summary, BCA remains committed to the concept of "hybrid banking" to consistently cater to an expanding customer base, encompassing both the online and offline ecosystems.

As of June 2023, BCA operates 1,251 branch offices spread across various regions in Indonesia. Out of this number, more than 80% have implemented digital innovation tools and supporting applications. Notably, the transformation of BCA branches into digital branches began in 2018, where machines and digital applications can be used by customers independently and are supported by cutting-edge technology.

This transformation into digital branches includes the development of branch employees who are more focused on building relationships with customers, with the aim of providing more personalized services. The transformation into digital branches and the enhancement of customer relationships will be the two main pillars in the development of BCA's services at branch offices.

The combination of technological innovation and quality service has consistently enabled BCA to record a growing total transaction volume, reaching 14.3 billion in the first semester of 2023, marking a year-on-year increase of 27.2%. The mobile banking channel witnessed the highest surge in transaction volume, with a 44.0% year-on-year growth.

In demonstrating appreciation for its customers, BCA maintains its commitment to the community through various Bakti BCA initiatives, which include scholarship programs, BCA Knowledge Sharing initiatives, the release of orangutans and turtle hatchlings, efforts to combat stunting, social services for cataract surgery, blood donation drives, and continuous development support for 15 fostered tourist villages and 12 partner villages.

“The Bakti BCA activities can be considered a 'pay it forward' program or our expression of appreciation for the trust our customers have placed in us by channeling it back into the community. Through Bakti BCA, we remain committed to providing added value to society and the environment while supporting the achievement of Sustainable Development Goals,” concluded Jahja Setiaatmadja.

To commemorate National Customer Day, BCA's board of directors personally offered services to customers at three different locations simultaneously: KCU City Tower, KCU Tangerang City, and KCU Depok. The participating directors were President Director of BCA Jahja Setiaatmadja, Director of BCA Haryanto Budiman, and Director of BCA Antonius Widodo Mulyono, each present at their respective KCU branches.

Picture Information 1:

BCA Upholds the Philosophy of Customer First - President Director of BCA Jahja Setiaatmadja (second from the right), accompanied by Head of BCA Regional Office VIII Gunawan Prayogo (left), presents a token of appreciation to one of BCA's customers at KCU City Tower as a gesture of gratitude on National Customer Day, which falls on September 4, 2023. As a national bank, BCA firmly adheres to the “Customer First” philosophy, which places every customer as the focal point of the services offered.

Picture Information 2:

The Hybrid Banking concept to serve continuously growing customers - Director of BCA Haryanto T. Budiman (second from the left) greets BCA customers at KCU Tangerang City on Monday morning (4/9). Despite the availability of digital services, BCA acknowledges the crucial role of branch offices in serving customers. Not all transactions can be fully replaced by digital methods, so front-line staff, including those responsible for transactions and security, are continuously being improved to offer the most optimal service to customers. In summary, BCA remains committed to the concept of "hybrid banking" to consistently cater to an expanding customer base, encompassing both the online and offline ecosystems.

Picture Information 3:

Highest Appreciation for Customer Trust - Director of BCA Antonius Widodo Mulyono (left) engages in a conversation with one of the BCA customers at KCU Depok on National Customer Day (HPN), on Monday (4/9). In demonstrating appreciation for its customers, BCA maintains its commitment to the community through various Bakti BCA initiatives, which include scholarship programs, BCA Knowledge Sharing initiatives, the release of orangutans and turtle hatchlings, efforts to combat stunting, social services for cataract surgery, blood donation drives, and continuous development support for 15 fostered tourist villages and 12 partner villages.