| | 9 MAY - 2022tailored and relevant solution on each of the different personas. We have defined our key micro-segment targets ­ Young Families, Young Professional, Mid Lifers, Silver Age, and Golden Age. We design our Digital Banking capabilities & product/solution differently based on the uniqueness of every one of those segments. One of the unique propositions that we have is to provide a digital solution that serves all communities & societies with both conventional and Islamic banking solutions available within the same digital platform. To remain true to our strategy and mission, we have defined three key challenges our customers face and demand us to address their needs in terms of financial solutions. These are as follows:· Enhancing Banking Experience Convenience Level: Provide the most convenient solution by minimizing manual and simplifying the process while balancing convenience and security.· Providing Hyper-Personalization Product & Solution: Provide the most relevant `Banking for All' solution through relationship-based pricing and understanding each customer's personal needs.· Becoming a Trusted Advisor for All of Our Customers: How banks can become the customer's trusted advisor by providing goal-based and community-based advice and solutionWith the customers and above challenges in mind, we also analyze the market condition & situation, where there are still gaps in fulfilling customers' financial needs, such as: · Customers now demand a fully online onboarding process, and the solutions offered by most banks are still relying on the Video Call process for Know Your Customer (KYC) verification. This process has become one of the customers' pain points, as video calls require high and stable internet bandwidth, which may not be available in some parts of Indonesia, including the need to queue for the next available video-based KYC agent. Because of the limitation, eKYC technology is developed to solve customer pain points and ease onboarding. With eKYC, the account opening process only takes about seven minutes, from previously 45 minutes, which translates into an improvement of 80 percent. The ability to perform onboarding with multiple customers simultaneously has increased significantly. In addition, this has also freed-up the workload of our customer service, and they can focus on serving other customer needs.· With the growing middle-income population, the need for financial planning and wealth management has been growing quite rapidly. Previously, the wealth management solutions were mostly offered and available only to those affluent customers via a dedicated Relationship Manager. On the other hand, the growing millennial and middle-class demand entirely virtual and digital solutions for managing their finances and growing their wealth. With these customers' needs in mind, we have developed a fully digital financial planning & wealth management solution, where wealth products such as Mutual Funds and Bank assurance are available to be acquired virtually from our digital solution. We have also included a 360-degree customer portfolio dashboard, goal-based investment plan, and an expense tracking feature which is becoming more eminent in helping to manage customers' financial planning fully digital.· The so-called `new normal' has driven the need for less contact interaction in every situation, including banking transactions. The need to withdraw cash remains high in Indonesia, predominantly in rural areas. To minimize contact with ATMs when withdrawing cash, we introduce Card-less cash withdrawal using QR code into our mobile banking solution to offer simpler and secure cash withdrawal transactions ATMs. Michel Hamilton
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