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| BRIS Reaches 20 Million Customers: A Testament to Ultimate Service Excellence. |
PT Bank Syariah Indonesia Tbk (BSI) continues to make impressive strides, recently surpassing the 20 million customer mark.
This achievement reflects BSI's commitment to providing "Ultimate Service Excellence" across all service channels, offering not only financial products but also exceptional after-sales support.
When customers choose BSI, the bank ensures they receive quick and accurate solutions through its dedicated service channels, including the BSI Contact Center.
According to Dwi Hesti Mulyaningrum, SVP of Customer Care at BSI, the bank now employs over 200 contact center staff, ready to serve customers 24 hours a day.
"We have comprehensive services, from frontliners at branches, the contact center, and customer complaints services through the BSI Mobile app," Hesti shared during an interview on Sunday, September 15, 2024.
BSI's Growing Customer Base
With more than 20 million customers, BSI is continuously expanding its service capacity to meet growing demand.
To keep pace, BSI has accelerated its service capabilities across various channels, ensuring that customer needs are met efficiently.
The BSI Contact Center, for instance, handles inquiries about BSI products and services, addresses complaints, processes customer requests, and provides personalized solutions.
Additionally, the center contributes to the bank’s business efforts through telesales, collaborating closely with relevant business units.
"In today’s era, if customers face transaction issues or require information, we direct them to contact the official BSI Contact Center for fast and accurate assistance," Hesti emphasized.
She also noted that BSI routinely educates customers to ensure they recognize the official contact center, especially with the rise of banking fraud schemes.
Award-Winning Customer Service
BSI’s dedication to customer care has not gone unnoticed. The bank recently received the prestigious The Best Contact Center Indonesia Award 2024, taking home 16 accolades in total, including 4 Platinum, 5 Gold, 4 Silver, and 3 Bronze awards across individual, corporate, and team categories.
The Growing Islamic Banking Sector
In a broader context, the Financial Services Authority (OJK) continues to support the consolidation of Islamic banking in Indonesia, with a goal of establishing 2 to 3 large Islamic banks.
As of the first half of 2024, BSI leads the sector with assets valued at IDR 360.85 trillion.
BSI’s position as the dominant player in Indonesia’s Islamic banking market remains strong, despite recent reports of Bank Tabungan Negara (BTN) considering a move to spin off its sharia division and acquire Bank Muamalat Indonesia.
While the acquisition plan fell through, BTN Syariah is now eyeing the acquisition of PT Bank Victoria Syariah (BVS), which had assets totaling IDR 3.12 trillion as of May 2024.
Continued Growth Ahead
OJK’s Head of Islamic Banking, Deden Firman Hendarsyah, acknowledged the challenges of consolidation but praised the remarkable progress made by BSI.
The merger of Bank Syariah Mandiri, BNI Syariah, and BRI Syariah in 2021 resulted in assets of around IDR 240 trillion.
Since then, BSI’s assets have grown by approximately IDR 120 trillion, demonstrating the success of the merger and the potential for further organic growth.
While OJK encourages banks to consolidate if their Islamic banking units are not growing, the decision remains business-to-business.
"If a bank decides to consolidate, we will facilitate and support it," Deden explained.
With strong backing from OJK and a clear vision for growth, BSI continues to set the benchmark for excellence in Indonesia’s Islamic banking sector.
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