“It’s time to go branch-less”

Project: Website Development & Social Media Engagement

Objective:
As one of Indonesia’s leading banks, CIMB Niaga finds that the vast growth of digital has influenced the way consumers do banking today. Hence, establishing the digital presence of CIMB Niaga has been our objective and has achieved so through various projects from social media engagement to digital campaigns. Going digital allows CIMB Niaga to deliver its financial services into a larger network without having the need to add physical branches. Hence, CIMB Niaga seeks to promote this branchless banking program by educating and encouraging customers to go digital through its facilities like Rekening Ponsel, Go Mobile, CIMB Clicks and others.

Challenge:
Often enough, personal touch and face to face communication are important for bank and its customers. Since CIMB Niaga is moving towards branchless banking, the challenge is how it can engage customers in digital interaction while still maintaining trust and safety.

Solution:

To guide customers into this new banking system, we developed a user-friendly website and allow a two-way communication through social media engagement on Facebook and Twitter. A digital campaign called ‘Pintar Bersama CIMB Niaga’ was also carried out where we developed a Facebook application that provided insights into E-banking through quizzes and prizes to win. The campaign attracted about 26,500 users with 16,700 active players, leading to a great progress of customer awareness and education to this branchless banking idea.