Swan.my.id - The Bank Mandiri digital ecosystem is expanding beyond everyday banking, bringing payments, savings, financing, investment and lifestyle services together with support across physical and digital channels. The bank says it is refining these services as customer expectations and financial needs become more varied.
That approach puts the customer experience at the centre of service development. Bank Mandiri aims to make its services accessible, secure, convenient and dependable wherever customers interact with the bank, while ensuring that technology addresses practical needs rather than simply adding features.
Bank Mandiri digital ecosystem puts customer needs first
Timothy Utama, Bank Mandiri’s Director of Operations, said the bank considers customer experience a foundation for developing services. Customers need speed and ease, he noted, but they also need solutions that respond to their circumstances and make each interaction worthwhile.
According to Timothy, the bank uses a tested framework to bring a range of financial needs into Livin’ by Mandiri. Its services cover saving money, making payments and transfers, borrowing and investing. In addition, the app connects with lifestyle services and the wider Bank Mandiri ecosystem.
This breadth reflects an effort to make the app useful across different stages of a customer’s financial life. Rather than treating digital banking as a channel for transactions alone, Bank Mandiri is positioning it as a point of access to several types of financial services.
Digital gold adds a new service through Livin’
A notable addition came during the bank’s 28th anniversary, when Bank Mandiri introduced digital gold services after receiving a bullion licence from the Financial Services Authority, known as OJK. The licence made it the first conventional bank in Indonesia to hold a bullion licence, according to the bank.
Through Livin’, customers can open a gold savings account and buy or sell gold. The app also offers access to gold instalment facilities. Customers who want to take possession of physical gold can choose collection at a branch or use a Gold ATM, which is available in several cities across Indonesia.
As a result, the digital service connects online transactions with options for physical collection. The bank’s offering brings gold savings and purchases into the same app customers use for other financial needs, while retaining access to branch and ATM collection channels.
Livin’ usage and deposits continue to rise
By August 2026, Livin’ by Mandiri had 42.2 million registered users, an increase of 23.4% year on year. Transaction frequency reached 3.7 billion, up 21.6% compared with the same period a year earlier.
The figures show continued growth in the platform’s registered customer base and activity during its fifth year. Bank Mandiri says Livin’ has continued to develop as a banking platform designed to meet changing customer needs. However, registered users and transaction frequency describe different measures: one tracks account registrations, while the other reflects how often customers transact.
The bank also linked digital activity to its deposit performance. Bank Mandiri’s third-party funds, measured on a bank-only basis, reached Rp1,687 trillion and grew 17.6% year on year. That rate exceeded the banking industry’s 13.7% growth over the comparable period.
Digital channels work alongside branches and contact centres
Even as digital use increases, Bank Mandiri says a strong customer experience depends on more than technology. Direct interaction remains important when customers need support or a solution that benefits from personal assistance.
For that reason, the bank is working to connect Livin’ with branches, ATMs and CRM machines, as well as its contact centre. This online-to-offline approach gives customers more than one route to access services, depending on the task and the kind of help they need.
Livin’ Call is one example of this connection. Customers can contact the bank’s contact centre through the service without using phone credit or paying a call charge. The process also avoids certain identification questions, such as asking for a customer’s name, card number or mother’s maiden name, which the bank says allows staff to serve callers more quickly.
The feature illustrates how digital tools can support human assistance instead of replacing it. Customers can begin from the app and reach the contact centre, while branches and other service points remain part of the broader network.
Service recognition reflects performance across channels
Bank Mandiri’s work on service quality across its channels has also received recognition at Danantara Indonesia CX100. The bank earned Sector Champion status in the Financial Services category and Grand Champion as the state-owned enterprise with the highest service score.
The recognition highlights service performance across the bank’s customer interactions, rather than the role of a single product. Bank Mandiri has linked its commitment to consistent service with Danantara’s “Melayani Sepenuh Hati” spirit.
Timothy said the bank wants each interaction to offer convenience, a solution and added value. In his view, combining digital innovation and reliable technology with more personal service across channels can help build customer trust and loyalty.
That strategy brings together app-based banking, digital gold, contact-centre support and physical service locations. As customer expectations continue to change, Bank Mandiri’s challenge will be to keep those options connected and useful across the different needs customers bring to each interaction.
