Bank Mandiri’s commitment to mobile banking has been pivotal in its rise as one of Indonesia’s leading financial institutions. It provides millions of Indonesians an easy and convenient way to manage their finances, moving beyond basic transactions. The introduction of Livin’, Bank Mandiri’s flagship mobile app, has been central to this shift, positioning the bank as a key player in financial inclusion. The goal behind Livin’ is clear: to provide a comprehensive banking experience, offering not just transactions but also personalised financial tools. Harry Sofri Putranda, vice president, digital experience and strategy at Bank Mandiri, said the objective is to make banking more accessible and efficient, especially for those traditionally excluded from the system. Through this initiative, Bank Mandiri enhances customer engagement, offering savings and payments as well as tools for investment and financial growth, all at customers’ fingertips. Indonesia’s digital banking landscape Indonesia is one of the world’s most dynamic and mobile-centric markets. With a young, tech-savvy population and rising smartphone use, digital banking has become a necessity rather than a luxury. Bank Mandiri, as the country’s largest bank, has capitalised on this shift by offering a seamless mobile banking experience with Livin’. The platform is designed not just for transactions but to help customers save, move, borrow and grow their wealth. As Putranda pointed out, the app is central to Bank Mandiri’s strategy, serving a wide range of customers, from urban professionals to those in rural areas with limited access to banking services. Livin’: a mobile-first solution for the mass market The development of Livin’ reflects Bank Mandiri’s effort to create a mobile-first banking platform that is both accessible and adaptable to diverse user needs. Services include digital wallets, loyalty programmes and personalised financial advice, all powered by AI. By making these features accessible, the lender lowers entry barriers and makes financial tools available to more customers. The success of Livin’ lies not just in offering basic banking services but also in integrating advanced digital solutions that help customers grow wealth, save money and manage debt. Putranda said: “We launched Livin’ to serve all Indonesian customers, including those who are less digitally confident. The app is designed to simplify banking and offer affordable services to lower-income users.” Boosting customer engagement The launch of Livin’ has prompted a major shift in customer behaviour at Bank Mandiri. Customers now use the app for a range of activities, moving beyond basic transactions to financial management and investment. This shift drives higher engagement, as customers see the value of a personalised, mobile banking tool. “One of the most significant changes we’ve seen is that customers are now using the app not just for basic transactions, but also for personalised financial advice, loan applications and more. We are seeing users interact with their banking services in ways that weren’t possible before,” said Putranda. Higher engagement is key to the lender's strategy. As more customers adopt Livin, the bank can offer a wider range of digital financial services, creating stronger customer relationships. Overcoming adoption challenges Despite its success, Bank Mandiri faces challenges in digital transformation. One major hurdle is customer adoption, particularly in rural areas where digital literacy and internet access remain limited. For some customers, especially in lower-income or rural regions, the transition to mobile banking presents a significant challenge. “Despite the rapid adoption of smartphones in Indonesia, there are still challenges in getting certain customer segments to trust digital banking. We need to continue working on educating our users and raising awareness about the security of mobile banking and how it can improve their financial lives,” said Putranda. While tackling these literacy gaps, Bank Mandiri is advancing its technology, enhancing AI capabilities and expanding cross-border payment solutions to remain competitive with local and international players. Prioritising security and trust In a world of growing cyber threats, security remains a top priority. The bank has implemented robust security features such as biometric authentication, multi-factor authentication and real-time fraud detection to ensure secure transactions and protect customer data. Putranda emphasised: “Security is critical to maintaining customer trust in a digital-first world. Our biometric authentication and fraud protection are designed to ensure our customers can use Livin’ safely and confidently.” These security measures are essential for building trust, particularly among users hesitant to embrace mobile banking due to fraud or privacy concerns. Expanding the digital ecosystem Looking ahead, Bank Mandiri is enhancing its digital ecosystem by introducing more AI-powered features, expanding cross-border payment capabilities and integrating personalised services into Livin’. The bank is also exploring additional investment options and financial tools that help customers take control of their financial future. “We’re constantly evolving to meet the needs of our customers. In the coming months, we’ll expand our offerings to include more cross-border solutions, and we’ll continue to optimise the AI tools to offer even better personalised advice,” said Putranda. Bank Mandiri’s ability to adapt to changing customer expectations while staying at the cutting edge of digital banking will be key to ensuring its continued growth and leadership in Indonesia. Its digital-first approach, particularly through its Livin’ app, has transformed how customers interact with the bank. By prioritising engagement, AI-driven personalisation, and security, the lender has reduced reliance on traditional branches and positioned itself as a key player in the country’s digital financial ecosystem. With plans to expand digital services, including AI-driven features and cross-border capabilities, Bank Mandiri is positioning itself to meet the challenges of financial inclusion and customer empowerment in the years ahead.
