PT Bank Negara Indonesia (Persero) Tbk (BNI) is strengthening its digital banking services and improving branch operations to meet changing customer needs across retail, business, and corporate segments (29/10). The bank is developing digital platforms to simplify transactions while improving service quality to provide solutions that match different customer requirements.

BNI Corporate Secretary Okki Rushartomo said changing customer habits require banks to continuously adapt their service delivery. He emphasized that transaction convenience must be supported by service quality and an understanding of customer needs.

"For BNI, maintaining customer trust begins with how we deliver our day-to-day services. We continue to develop our digital offerings while simultaneously enhancing the quality of service at our branches, making it increasingly easy for customers to meet their banking needs," said Okki in a written statement.

BNI Strengthens Digital Banking Services Across Customer Segments

BNI continues to develop its digital banking products and service channels to accommodate customers with different financial needs. The bank considers digital services a key priority while maintaining improvements to its branch network.

In the retail segment, BNI relies on wondr by BNI as one of its primary digital banking channels. The platform supports customers in carrying out their banking transactions through digital services.

BNI is also expanding its services for younger customers through wondrZ, a platform designed for children and teenagers. This initiative forms part of the bank's efforts to address the increasingly diverse needs of its customer base.

For business and corporate customers, BNI provides BNIdirect to support their financial transaction requirements. The bank has also developed wondr Merchant to help business owners accept digital payments and manage their daily transaction activities.

Wondr by BNI and BNIdirect Record Strong Transaction Growth

BNI's digital platforms recorded growth in both user numbers and transaction values during 2026. As of September 2026, wondr by BNI had reached 16.6 million users, representing a 58% year-on-year (YoY) increase.

The platform recorded a total transaction value of IDR 1,774 trillion, growing 25% YoY. These figures reflect the development of BNI's digital banking activities in the retail segment.

BNIdirect also recorded substantial transaction activity through the third quarter of 2026. Its transaction value reached IDR 9,324 trillion, representing a 16% YoY increase.

The number of BNIdirect users reached 293,000, increasing 19% compared with the same period in the previous year. The platform supports BNI's business and corporate customers through its digital banking services.

Meanwhile, wondr Merchant provides business owners with digital payment acceptance capabilities and tools to manage their daily transactions. Together, these platforms form part of BNI's efforts to serve customers across different segments.

BNI Digital Banking Growth Supports Funding and Lending

The expansion of BNI's digital platforms has contributed to the growth of its low-cost funding base. As of the third quarter of 2026, the bank's Current Account and Savings Account (CASA) deposits increased by 19.6% YoY to IDR 733.7 trillion.

This growth exceeded the banking industry's overall CASA growth of 9.7% during the same period. The increase reflects the development of BNI's funding structure alongside greater activity across its digital services.

The stronger funding structure provides BNI with room to maintain its financial intermediation capacity. As of the third quarter of 2026, the bank's loans grew by 22.2% YoY.

According to Okki, the development of digital banking services provides more than transaction convenience for customers. It is also increasingly connected to the company's business growth.

BNI also uses technology to support public sector services. Its digital initiatives received three GovMedia Awards 2026 in Singapore in the categories of Digital Initiative, Process Optimization, and Public Sector Initiative.

BNI Receives Recognition for Digital Services and Customer Experience

BNI continues to improve its overall service quality alongside the development of its digital channels. The bank is enhancing front-end services while strengthening the operational systems and back-end infrastructure that support customer interactions.

"The strengthening of these digital services goes hand in hand with an overall improvement in service quality. BNI continues to build a consistent customer experience by enhancing front-end services, supported by reliable operations, systems, and back-end infrastructure," explained Okki.

The bank's customer service performance also received recognition at the Danantara Indonesia CX100 Award 2026, held in Jakarta on October 13, 2026 (13/10). BNI secured a position in the Top 3 for the Financial Services sector and the Top 4 among state-owned enterprises (BUMN) for Best Service.

The award evaluation covered three aspects: Effectiveness, Ease, and Emotion. These criteria assessed a service's ability to meet customer needs, the ease of accessing services, and the experience customers receive throughout their interactions with a company.

BNI uses the evaluation results as input for determining service improvement priorities and developing its digital channels. The assessment supports the bank's efforts to maintain consistent customer experiences.

As a state-owned enterprise within the Danantara Indonesia ecosystem, BNI continues to strengthen its service transformation through digital capabilities, operational reliability, and improved customer interactions. These efforts are directed toward providing services that are more accessible, consistent, and responsive to public needs.

BNI's commitment to service quality is also reflected in its corporate governance achievements. The bank received the Leadership in Corporate Governance award at the 17th IICD Corporate Governance Awards 2026 and was included in the Top 50 Big-Cap Publicly Listed Companies list.

As BNI enters its eighth decade, the bank continues to develop its services in line with changing customer needs and technological advancements. Supported by digital channels, an extensive service network, and corporate governance, BNI remains committed to providing a seamless and reliable banking experience under its spirit of Serving Wholeheartedly.

PHOTO: BNI

This article was created with AI assistance.

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