Client: Bank Yudha Bhakti/Bank Neo Commerce (BNC)

Industry: Digital Banking, Fintech

Location: Indonesia

Challenges

Bank Neo Commerce (BNC), a rebranded entity from PT Bank Yudha Bhakti, aimed to establish itself as a leading digital bank in Southeast Asia. However, BNC encountered several challenges during its digital transformation:

Basic Integration Platform

The need for a scalable digital banking platform that could handle high transaction volumes.

Manual Processes

High dependency on manual processes, leading to inefficiencies and delays.

Outdated Core Architecture

The traditional core banking system could not support modern internet banking services, leading to a need for a complete digital overhaul.

Customer Acquisition and Retention

Lack of effective digital channels and tools for customer acquisition, activation, and retention.

Solution

To overcome these challenges, BNC implemented a comprehensive Digital Core Banking System provided by Sunline, which included:

Open Banking and Unified Payment Systems

Enabling seamless integration and expansion of services.

Customer Center and Enhanced Payment Channels

Improving customer experience and operational efficiency.

Automation and Scalability

Introducing automation to reduce manual work and a scalable architecture to support future growth.

The solution also focused on:

  1. Digital Lending and Credit Features: Targeting BNC’s existing user base, with plans to roll out these features to 30% of their customers.
  2. Strategy for Customer Transfer: Leveraging Akulaku’s e-commerce and P2P scenarios to onboard new customers efficiently.

Implementation

The implementation process spanned over six months, with key highlights including:

  • Core System Overhaul: A significant upgrade from the traditional core architecture to a modern, digital-first system.
  • Phased Rollout of Digital Services: BNC’s mobile digital banking services were launched successfully in Q4 2021, significantly improving customer engagement and satisfaction.

Results

The digital transformation led to significant improvements in BNC’s operations:

User Base Expansion

Daily active users (DAU) grew by 112% in Q4 2021, reaching 1.8 million, while monthly active users (MAU) increased by 27% to 4.83 million.

Increased Customer Base

By mid-2022, BNC’s user base had expanded to 20 million customers, demonstrating the success of its digital transformation.

Enhanced Product Offering

BNC successfully launched new digital lending features, catering to the evolving needs of its customers