Becoming More Customer Centric Through Digital Transformation.

Bank Rakyat Indonesia (Bank BRI) is one of the largest banks in Indonesia, serving over 148.9 million customers through more than 9,500 offices, units and rural service posts. Bank BRI is also one of the largest microfinance organizations worldwide. The bank is on a journey to better service its customers through digital transformation and broaden the financial inclusion of Indonesians through the digital ecosystem. 

Mission-critical priority

Bank BRI aspired to service its microfinance customers more effectively. To achieve this, the bank needed to digitally transform its core services while introducing new digital lead services.

Key challenges included:

  • Reduce the time and cost of servicing existing microfinance clients
  • Increase the ability to service the ultra-microfinance market.
  • Expand offerings outside of traditional banking services to include marketplace apps, fully digital banking services and buy-now, pay-later offerings
  • Underpinning the transformation with
    a cultural shift toward being a data-driven, agile team 

How Gartner helped

  • The senior IT leadership team at Bank BRI leveraged Gartner experts & Executive Partners to discuss objectives and develop an actionable roadmap for the transformation.
  • Gartner experts provided guidance on industry use-cases, future outlook and goal alignment of solutions and selection of best-fit solutions.
  • Gartner identified avenues for cost savings and value optimization.

Business impact

With Gartner’s support, Bank BRI: 

  • Achieved a reduction in the time taken to process loan applications from 2 weeks to less than 2 days.
  • Launched new fully digital banking services, including a mobile banking app that resulted in over 10 million users in the first 18 months.
  • The launch of new “nontraditional” banking services like digital marketplace apps that make it easier for over 118,000 traders to buy and sell everyday items like eggs, poultry and vegetables.
  • The organization’s culture has shifted and is now data-centric, focusing on how the Digital ecosystem helps create financial inclusion for Indonesians. 

Financial Services

Approx. $8.4 billion USD

Approx. 125,000

Chief Digital Information Officer

Achieve your mission-critical priorities with Gartner for IT Leaders

Gartner is the most essential partner for us. They are an essential source of knowledge, resources and information on the latest best practices for new technologies.

Indra Utoyo

Chief Digital Information Officer, Bank BRI

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