Bank Mega

2500+ Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Bank Mega has 121 branches, 223 supporting branch offices and more than 8,000 employees. It serves 2.6 million customers in Indonesia, including 1 million funding customers and 1.6 million credit card customers.

Benefits

Improved Customer Service
Increased Productivity

Bank Mega Handles 50% More Calls per Day, Cuts Dropped Calls Rates to Less Than 5%

PT Bank Mega Tbk is based in Jakarta, Indonesia. The Bank offers a variety of financial products and services, including personal banking, such as savings, loans, credit cards and e-banking accounts. Its corporate banking includes special financing and corporate services; treasury, including bank notes, currency swaps and foreign exchange services; trade finance, which includes money transfers, letters of credit and bank guarantees; and private banking.
 
The Bank has 121 branches, 223 supporting branch offices and more than 8,000 employees. It serves 2.6 million customers in Indonesia, including 1 million funding customers and 1.6 million credit card customers.
 

Challenge

Bank Mega has grown rapidly in the past few years. The Bank has increased its customer base by about 25% and plans to expand further in 2014. To support this rise in customer numbers and projected growth, Bank Mega needed to improve its contact centre technology to enhance customer services.
 
“Tens of thousands of customers call our contact centre every day to request information or to comment on the Bank’s accounts and products,” said Tri Yanuar, Treasury and International Banking System Department, Bank Mega.
 
“It is essential our customers can access the contact centre quickly and easily at any time from anywhere. However, our previous contact centre technology couldn’t handle the increase in customer numbers, so up to 30% of incoming calls were dropped before they could be transferred to an agent,” he said.
 
Much of the technology in Bank Mega’s contact centre had also reached end-of-life, which increased the risk of the Bank experiencing costly downtime.
 

“It is essential our customers can access the contact centre quickly and easily at any time from anywhere."
 
– Tri Yanuar, Treasury and International Banking System Department, Bank Mega
 

Solution

Bank Mega was previously running Avaya Interactive Response, Avaya NICE Logger, Avaya Call Management System and Avaya DEFINITY® G3 with Communication Manager 2.0.
 
In December 2011, the Bank engaged Avaya partner Jebsen and Jensen (J&J) to replace these products with Avaya Aura® Experience Portal, Avaya one-X® Communicator, Avaya Aura® Workforce Optimization, Avaya IQ and Avaya Aura® Communication Manager 6.0 . The new Avaya technology went live in May 2012.
 
“We were looking for contact centre technology that would allow us to really expand our resources and customer services,” said Yanuar. “We evaluated other technology vendors but chose to continue with Avaya as the company offered a complete contact centre solution and has proven global experience in the field.”
 
J&J provided advice and solutions throughout the Avaya implementation. The partner developed a detailed portfolio and roadmap aligned with Bank Mega’s business processes to enable the Bank to forecast growth and improve its customer relationship management and contact centre processes.
 

Value Created

  • Handled 50% more contact centre calls each day
  • Cut the number of dropped calls from 30% to less than 5%
  • Introduced a new priority line for MegaFirst customers
  • Ensured contact centre availability with an active-active disaster recovery site
  • Eliminated customer complaints

Results

Handled 50% more calls per day

By updating its contact centre technology with Avaya Aura Experience Portal and Avaya one-X Communicator, Bank Mega has increased the number of calls it can handle each day from about 10,000 to an average of 15,000.
 
“We have completely solved the previous problems we had handling incoming calls,” said Yanuar. “Now, almost every customer calling the contact centre can immediately speak to an agent and receive the information they require.”
 
Avaya Aura Experience Portal will also seamlessly scale to handle even greater call volumes as Bank Mega grows.
 

Reduced dropped call rates to less than 5%

Avaya Aura Experience Portal and Avaya one-X Communicator have also enabled Bank Mega to achieve its service level agreement (SLA) for dropped call rates.
 
Previously, the contact centre dropped 30% of incoming calls. After implementing the Avaya technology, this has reduced to less than 5%.
 

“We have completely solved the previous problems we had handling incoming calls. Now, almost every customer calling the contact centre can immediately speak to an agent and receive the information they require.”
 
– Tri Yanuar, Treasury and International Banking System Department, Bank Mega
 

Improved customer service and satisfaction

As well as improving contact centre response rates, the new Avaya technology has enabled Bank Mega to introduce new customer services. The Bank now provides ‘MegaFirst’ priority customers with two separate, direct phone lines, which are accessible from either a mobile phone or landline. This ensures a MegaFirst customer can speak to a contact centre agent whenever they require.
 
“We hope to double the number of MegaFirst priority customers in 2014, so it’s essential we have the services and capacity to support this,” said Yanuar.
 
The improved response rates and new services have also significantly increased customer satisfaction. Bank Mega no longer receives customer complaints about difficulties getting through to a contact centre agent.
 
“There is no doubt that the new Avaya contact centre system has improved our customer services and satisfaction, which has a positive effect on our sales and business development,” said Yanuar.
 

Disaster recovery site ensures high availability

As part of the Avaya implementation, Bank Mega has deployed a new disaster recovery (DR) site. The active-active DR configuration ensures that the Bank’s contact centre systems remain available even if the main production site goes down.
 
“We didn’t have a backup site previously, so we risked experiencing unscheduled downtime for the contact centre,” said Yanuar. “The DR site ensures we can safely meet our SLAs and support our customers without interruption.”
 

Applications & Services

  • Avaya Aura® Experience Portal
  • Avaya one-X® Communicator
  • Avaya Aura® Workforce Optimization
  • Avaya IQ
  • Avaya Aura® Communication Manager
  • Jebsen and Jessen for services

Bank Mega has 121 branches, 223 supporting branch offices and more than 8,000 employees. It serves 2.6 million customers in Indonesia, including 1 million funding customers and 1.6 million credit card customers.

CUSTOMER PROFILE
Bank Mega Logo
  • Headquarters:

  • Indonesia

  • # Employees:

  • 8000

Based in Jakarta, Indonesia, Bank Mega offers a variety of financial products and services in personal, corporate and private banking. The Bank has 121 branches, 223 supporting branch offices and more than 8,000 employees. It serves 2.6 million customers in Indonesia, including 1 million funding customers and 1.6 million credit card customers.

What our Customers are saying
“There is no doubt that the new Avaya contact centre system has improved our customer services and satisfaction, which has a positive effect on our sales and business development.”

Read more testimonials >
  • Tri Yanuar

  • Bank Mega