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Bank Mandiri teams up with Cloudera to better serve customers post COVID-19

The Indonesian-based bank, Bank Mandiri, has collaborated with Cloudera with the aim of improving resiliency and agility following the impact of COVID-19.

With Cloudera’s data platform the bank is able to manage more than 100 million data records on a daily basis and make use of data-driven insights to adapt to the changing situation more quickly, the company states.

In addition, the bank can monitor the health of its customers and employees, and maintain compliance with prevailing regulations.

To achieve these outcomes, Bank Mandiri and Cloudera jointly built a big data platform known as Enterprise Information & Decision Platform, which serves three main purposes.

Firstly, the platform monitors the liquidity and daily transactions of its 2,556 branch offices and 2,236 micro networks in real time.

With the ability to collect important data, such as footfall, volume, value, and frequency of transactions, the bank states the team can make more effective decisions, enabling it to continuously deliver robust customer service and transactions.

The big data platform also provides COVID-19 exposure zone mapping. As such, the bank can decide which branch should remain operational, as well as deliver that information to customers and stakeholders such as the Financial Services Authority (OJK).

Secondly, the Enterprise Information & Decision Platform keeps track of the health status of Bank Mandiri’s 76,477 employees working in 12 regional offices, 90 area offices, and 2,556 branch offices every day.

The platform can determine if any employee is potentially exposed to COVID-19, by recording and analysing their work location (such as in the office or at home), the type of transportation use, and their movement patterns on a daily basis.

Such insights enable the bank to decide how to best arrange its teams and minimise the risk of COVID-19 exposure to its employees, the company states.

Finally, Bank Mandiri is also using the Cloudera-powered big data platform to accelerate the debt restructuring process.

This allows the bank to maintain its service level agreement with customers as the platform helps analyse factors that can speed up the debt restructuring process.

According to Bank Mandiri head of enterprise data management Billie Setiawan, Cloudera’s data platform has strengthened the bank’s resiliency and agility to maintain its business development and handle the impacts of the COVID-19 pandemic.

Setiawan says, “Cloudera’s data platform supports Bank Mandiri’s digital transformation. The platform allows us to gain data-driven insights to adapt to changing situations quickly.

"At the same time, we can look after our customers and our tens of thousands of employees in terms of COVID-19 exposure. This pandemic has created such significant pressure to the economy and the banking business. Yet, it has also brought about the new normal, which includes changing customer behaviors.”

Cloudera managing director of ASEAN and India Remus Lim says, “Agility defines the ability of an organisation to respond effectively to COVID-19 so that it becomes a more robust company in the future. And the insights derived from the data is the main driver of agility.

“Bank Mandiri has proven that taking a data-driven approach is crucial in addressing the impact of COVID-19 on the banking business and customers.

"Cloudera’s data platform has assisted Bank Mandiri in handling the complexities of data management and supporting multi-function analytics amidst changing situations, without compromising on security, governance, and compliance with the prevailing regulations."