STORIES FROM INDONESIA
Thriving as the client’s watchful eyes and more
Bank Danamon, one of Indonesia’s leading commercial banks, aims to help its customers to prosper. With hundreds of branch offices and ATMs across Indonesia to maintain, Bank Danamon needs a flexible and nimble partner with credibility and integrity to work side by side with the bank to achieve its goals.
ISS Indonesia first came to assist Bank Danamon through mobile technical services for the bank’s branch offices. With an output-based concept offered as one of the solutions, quality results are delivered that are based on the agreed service level agreements (SLA) and key performance indicators (KPI).
As ISS Indonesia’s Key Account Manager for Bank Danamon, Arie Alqautsar, explains, “The output-based concept we provide consists of many aspects and dimensions, from planned visits as a preventive action to the reactive tasks for corrective or treatment maintenance, or if any minor or major repairs are needed.”
Compliance with Financial Services Authority (OJK) regulations, together with the spirit of transparency that can generate a better understanding from the client’s perspective about the process, are called for to build the client’s trusts. ISS’s services can then be expanded to security guards, and ATM cleaning and maintenance.
For Danamon, ATMs are one of its main assets, allowing the bank to connect with its customers. The bank trusts ISS to be its eyes across Indonesia, as it is a challenging task to monitor so many ATMs nationwide, while remaining agile for its customers and keeping up with the latest technological developments.
Bank Danamon’s Property & Facility Management Manager, Aryana Oehadian, says, “We need help to monitor all our ATMs and that’s why we rely on ISS. It’s very important that ISS can provide us with precise and authentic reports, in order to maintain our brand reputation.”
ISS provides a reliable documentation process with consistency and real-time technology, while at the same time we also create memorable experiences for the client’s employees and customers through safety and convenience. As the ATM functions are being enhanced amid advances in digital technology, ISS helps Danamon to maintain its brand image and reputation through its network of ATMs.
ISS Indonesia's Site Head for Bank Danamon's ATM & Branch Offices Maintenance (Bramet), Praseptyo Khairina, says, "ATMs represent our client's brand and image to their customers. It is our responsibility to make sure that their ATMs perform well, and there is a supply of good quality spare parts, so that they always work well and in accordance with the standards."
In general, we are happy that ISS has been providing us with the solutions we need with responsiveness, constant improvements and dedication. We look forward to continuing to rely on support from ISS as digital solutions grow and as a one-stop facilities management solution provider for Danamon.