Keeping pace with rapidly-evolving customer demands and expectations requires near real-time data insights that data cloud technology can offer.
In a move to boost customer-centricity, Bank Central Asia (BCA) of Indonesia is enhancing its customer data analytics capability with an enterprise data cloud platform.
BCA has a core focus on transaction banking and provides loan facilities and solutions to the corporate, commercial, retail, and consumer segments. As one of the leading banks in Indonesia and the largest consumer banking provider in the region, BCA handles millions of transactions daily. It used to take days to analyze transactions using their legacy data management system, making it challenging to gain an accurate and timely view of its customers.
Now, the bank expects to use the data cloud platform to continuously innovate to enrich the customer experience and enhance fraud detection. Partnering with Cloudera Inc, BCA can quickly aggregate both structured and unstructured data from emails, social media, and call centers. This has significantly shortened the time taken for queries from days to hours or as little as minutes.
As a result, the bank’s business units have gained a holistic view of their customers, and are able to use near real-time insights to provide personalized offerings based on customer profiles. Additionally, the data platform has also enabled the bank to implement machine learning models for process automation.
Customer care and security benefits
Said Dirgo Vanto, Head of Data Management, PT. Bank Central Asia: “Putting customers at the heart of our business has always been in our DNA. Cloudera empowers us to harness data to deliver innovative banking products and services that keep pace with customers’ evolving needs while securing our business. These capabilities have led BCA to increase customer satisfaction and loyalty as well as international recognitions such as being named the Best Bank in Indonesia and Best Asian Bank for the past few years. With the shift towards digital and contactless services among Indonesian consumers fueled by the COVID-19 pandemic, Cloudera’s hybrid and open-source-based data platform will bolster our journey to securely enable hybrid cloud where it’s needed.”
To ease the growing concerns around data security from regulators and consumers, BCA is also leveraging Cloudera’s data platform to protect customer data from being accessed for fraudulent activities. By powering its fraud detection system with Cloudera, the bank is able to improve identification of data-pattern anomalies and prevent fraudulent transactions.
Said Remus Lim, Managing Director of ASEAN and India, Cloudera: “It is imperative for banks to undertake continuous product and service innovations to attract and retain customers. As exemplified by BCA, Cloudera’s data platform can help Indonesian banks achieve that by enabling them to use secure, governed, multi-function analytics and machine learning to transform complex data into clear and actionable insights.”
Timely insights can then be used to improve operational efficiency, deepen customer engagement, and support new business models, said Lim.