With a core focus on transaction banking as well as loan facilities and solutions to the corporate, commercial, retail, and consumer segments, Bank Central Asia (BCA) handles millions of transactions daily. Previously it took days to analyse those transactions using a legacy data management system. This made it challenging for the bank to gain an accurate and timely view of its customers.
So how do you become more customer centric? For BCA, it saw the opportunity in mining the details of its data by enhancing its customer data analytics capability.
With Cloudera as its foundation for big data and machine learning, BCA can quickly aggregate both structured and unstructured data from emails, social media, and call centres, and has significantly shortened the time taken for queries from days to hours or as little as minutes.
This enabled the bank’s business units to gain a holistic view of their customers and be able to use near real-time insights to provide personalized offerings based on customer profiles. Additionally, Cloudera’s data platform also enabled the bank to implement machine learning models for process automation.
To ease the growing concerns around data security from regulators and consumers, BCA leveraged the same data platform to protect customer data from being accessed for fraudulent activities. By powering its fraud detection system with Cloudera, the bank can better identify data pattern anomalies and prevent fraudulent transactions.
“Putting customers at the heart of our business has always been in our DNA,” said Dirgo Vanto, head of Data Management, PT. Bank Central Asia.
He commented that the shift towards digital and contactless services among Indonesian consumers fuelled by the COVID-19 pandemic, Cloudera’s hybrid and open source-based data platform will bolster the bank’s journey to securely enable hybrid cloud where it’s needed.