Digitalization Strengthens Banking Transformation

The development of digital technology is one of the driving factors for the development of digitalization in every industrial sector in Indonesia, one of which is the financial industry. This also opens up opportunities for the country's banking sector to accelerate digital transformation strategies through the development of digital banking transaction solutions to provide the best service for its customers.

Banking digitalization and Maybank Indonesia's benefits

As one of the largest private banks in Indonesia, Maybank Indonesia, which has networks at regional and international levels, always presents innovation through the use of digital technology, in order to provide  the best service for customers.

Throughout 2021, Maybank Indonesia continues to develop digital banking services which include data integration and network connectivity between head offices and branch offices to increase customer satisfaction. At the age of 62, Maybank Indonesia strengthens its position as a BANK FOR ALL, now and in the future through its four competitive advantages, including:

1. High Quality Service
   Maybank Indonesia continues to strive to be relevant through continuous improvement in customer service.
2. Product Innovation
   This innovation is in the form of continuous development of digital banking so that it always becomes a product solution that is relevant to customers' banking needs.
3. Simple Process
   To become a Bank that always runs efficiency and simplifies operational processes through ease of transactions and digitization processes.
4. Regional Connectivity
   Maybank Indonesia has a network of branch offices in all provinces of Indonesia, and Maybank Group's regional network in the ASEAN region, with home markets in Malaysia, Singapore, and Indonesia.

Maybank Indonesia Focuses on Improving Banking Infrastructure

Until 2025, Maybank Indonesia focuses on gradually updating its obsolete banking system, both in terms of software and hardware. This strategy is taken to modernize infrastructure, so that future business processes can become leaner, agile, and can bring convenience in providing services to customers. This is evidenced by the adoption of digital solutions for banking services through the M2U digital banking platform, as a manifestation of the company's mission, namely Humanising Financial Services To provide speed, comfort, and convenience for customers while still prioritizing customer experience in accessing online banking services.

With various positive responses from customers, Maybank Indonesia is increasingly active in improving digital banking services with various improvements, feature development and promotional programs to expand the digital ecosystem. Throughout 2021, Maybank Indonesia has carried out various innovative developments in digital banking services in the form of launching a number of new features on the M2U platform, including:

• e-KYC and biometric features on M2U ID App for online account opening process, without the need for video calls, or visits to branch offices for the verification process

• Cardless cash withdrawal feature using QR Code at all Maybank ATMs in Indonesia that provide this feature

• E-money card top-up feature with Near Field Communication (NFC) technology

• Digital Customer Service feature to make it easier for customers to update data online

The addition of the Secure2u feature is also carried out to support faster, more convenient and secure transactions, reduce dependence on One-time Password (OTP) sent via SMS, along with campaigns and enhancements to digital services for corporate customers (Maybank2Enterprise / M2E).

Maybank Indonesia Prioritizes Customer Security

With a commitment to prioritizing customer security and convenience in transactions, Maybank Indonesia develops the latest features through the M2U ID platform which has been integrated with more than 14 million QRIS merchants throughout Indonesia.

In addition, Maybank Indonesia also strives to provide convenience in one hand to transact online through marketplaces and e-wallets. In order to improve the quality of network connectivity that is agile, flexible, scalable, consistent and secure in its operations, Maybank Indonesia utilizes the latest and qualified technology to support platform modernization. One of them is through the use of SD-WAN (Software-Defined Wide Area Network) technology.

1. Troubleshooting Device Obsolences in Branch Offices
   With more than 300 branches spread across Indonesia, Maybank Indonesia wants to modernize its network and connectivity in all its branches.
2. Managing Multiple Infrastructure
   With bandwidth variations and high bandwidth business services requirements at Maybank Indonesia branches, an adaptive network speed increase with the development of application services at Maybank Indonesia Branch Offices is also needed.
3. Cost Efficiency
   With nearly 340 Branch Offices owned, the process of managing devices is a challenge that needs to be faced in order to increase cost efficiency in bandwidth and maintainability operations.
4. Network Security
   In terms of security, the presence of SD-WAN is important in facilitating the management of corporate network connectivity access.

Advantages of SD-WAN Technology

Although classified as a new technology, SD-WAN has now been widely used by companies in various industrial sectors, especially in the Enterprise market. This technology has various advantages that can encourage better company performance, including:

• Faster troubleshooting
• Comprehensive IT supervision
• Simplification of processes in the branch office network
• Application performance optimization
• Cost efficiency
• and, Branch agility

Head Technology Production Maybank Indonesia, Tony Muis said that Maybank Indonesia is among the first banks in Indonesia to implement SD-WAN for all branch offices throughout Indonesia. "The implementation has been able to reduce operational costs, especially for banking transaction processes at branch offices which have become more organized, effective, and efficient. The digital transformation process in all our branch offices can also run as expected. Banking transaction traffic becomes safer, improves company performance, and more flexible in control, due to scalability for increased traffic , and most importantly cost efficiency. This is also in line with Maybank Indonesia's strategic plan towards Open Banking."

Through the adoption of SD-WAN technology, Maybank Indonesia can have a single pain of glass (branch network infrastructure) and centralized management of the connectivity of Maybank branch offices throughout Indonesia. In addition, a better security system will be realized in conducting managed network transparency encrypted and segmenting for security improvement on transactional data in the banking world. Furthermore, there is also an improvement in performance in terms of Service Level Agreement (SLA), so as to improve services to all customers in all Maybank Indonesia branches and cost-effectiveness. 

Utilization of Telkom SD-WAN at Maybank Indonesia

In just four short months, Maybank Indonesia successfully implemented SD-WAN in 342 branch offices throughout Indonesia. By utilizing this technology, Maybank Indonesia is able to simplify branch networks with zero-touch deployment, simple configuration, as well as conducting centralized orchestration and monitoring connectivity in all branches.

In addition, Maybank Indonesia is also able to improve service levels by using route-based applications and traffic management. When there is critical traffic , especially in transactional banking, Maybank Indonesia can easily prioritize agilely. In order to realize the acceleration of digital transformation of all branch offices, Maybank Indonesia cooperates with Telkom Indonesia (Telkom) to provide network infrastructure.

In addition, a number of other Telkom digital solutions also support business processes at Maybank Indonesia including Data Center, Closed User Group (CUG), Business Process Outsourcing (BPO), and so on.

 "Telkom has a very wide network coverage throughout Indonesia and even to remote areas. We also understand that Telkom's ICT solutions are very complete through its subsidiaries. With Telkom's access spread throughout Indonesia, ICT implementation can run well and quickly," said Tony.

For decades, Maybank Indonesia has been working with Telkom. With its competence, this is the reason Maybank Indonesia trusts Telkom as its strategic partner.