Permata Bank, one of the oldest Bank in Indonesia providing Internet Banking had just applied a new regulation. Started this July they put information on their e-banking website, that starting from a certain date, all new transaction will be served on their new e-banking platform,

Although this is a positive change, considering their current e-banking website is very old, there are already some issue arises:

  1. They now applies Token-based transaction authorization; though it increases the level of transaction security, it demands customers to do an extra steps in executing transactions. However since security takes a high priority on online transaction, so this change will benefit users more than troubling them hence the level of issue is Low 
  2. Instead of using physical token generator, like the Klik BCA uses, they choose to use mobile application based token generator; which might provide cheaper solution to the bank, however customers will still be taxed with a small one-time connection cost for downloading. However it also raises the minimum level of technological adeptness for their customers, hence the level of issue is Low-medium
  3. Token application installation and account activation for the new Permata e-Banking website is now done through several steps in four different system; ATM, Website, Text SMS, and a Phone Call!, which requires existing users to also going through it. The process is quite complex, and along with the multiple system process customers need to go through, the probability of an error would also increases. Although Permata Bank provides a visual guide which customers can use as a reference, it would deter the not so technological savvy customers of even engaged in the application process itself,  hence the level of issue is Medium-High
  4. The token application is only available for limited mobile operating system (Blackberry and Java), on limited network provider; which simply alienated some of their current customers. While network limitation is quite common in Indonesia, but this change could suddenly alienating Permata Bank’s existing e-Banking customers with the more limited connectivity options. Common customers would prefers to change their bank account rather than obtaining a new cellphone, this is understandable because Banking services often does not offers distinctive advantages from one to another, beside of the saving account types offered and availability of ATM to withdraw cash and perform online transactions; which already addressed well with the cross-network connection provided by companies like Lintas Arta (ATM Bersama). The level of issue therefore, is High.

Before we could get into assessing the new Permata e-Banking website User Experience Design, we have already encountered with several Customer Experience issue. I just hope the User Experience Design is great to compensate for the complex application process.

As for me I can’t subscribe to the new website (yet?), as Permata Bank does not offers Token application for Android devices at the moment; and even though I uses Permata e-Banking since the first time Permata Bank made it available (and quite satisfied with it), I don’t want to change my cellphone, and thinking to just switch Bank instead. And judging from the Google result, I’m not the only one with the problem, and with similar thoughts. (byms)

Update Jan 2012:

Following inputs form its users, Permata Bank adjusted their migration plan and gradually introduced alternative methods as well as pushing their due date of users to migrate behind, making 31 December 2011 as its latest. PermataNet customers also got calls from its Customer Service to follow up on those who have applied but does not follow through the new e-banking site registration process. At the end of its due date, PermataNet have its Token application available for major Phone models, including BlackBerry, Android, and Java based OS.

For phones without native application available, PermataNet also offers its Token in the form of SMS Token, which practically enable all types of mobile phones available to be used as the Token device.

At the moment of the update, connections from 3 (Hutchison), Axis, and Smart is not supported yet, but all three major operators (Telkomsel, Indosat, and XL) have their network ready and connected.

From the overall process which took about half a year, Permata Bank e-Banking migration was not started smoothly but it ends well; and that’s what matter the most. It’s good to see that there are still a Bank that listens, and follow ups to its customers need. (byms)

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7 Responses to Customer Experience issues in Permata Bank new e-banking website

  1. vontho says:

    Awalnya saya berpikir kalau pemakaian TOKEN itu tidak penting. Tetapi lama-kelamaan, saya berpikir TOKEN itu sangat penting. Sehingga ketika orang lain bisa tahu userID dan password, mereka tidak bisa berbuat apa-apa selain melihat saldo. Transaksi tidak bisa dilakukan tanpa ada TOKEN.
    Beberapa waktu lalu saya diberitahu teman tentang dirinya baru saja membuka rekening di sebuah bank swasta. TOKEN-nya mungkin lebih praktis, dikirim lewat sms. Dan bebas memilih di antara 4 atau 5 nomor yang dikirimkan dalam sebuah sms. Tetapi saya berpikir TOKEN dengan alat itu lebih aman.

    • bayuamus says:

      Iya vontho, keberadaan token membantu meningkatkan keamanan bertransaksi via internet, dan dengan tingkat pencurian hp yang cukup tinggi di Indonesia, sepertinya token generator dalam bentuk alat masih lebih aman dan praktis.

  2. ivan says:

    Saya orang yang lebih memilih token mobile untuk banking saya. Selain sangat praktis, saya pikir masih aman meski telpon kita dicuri orang. Pertimbangannya adalah (pengalaman dari mobile token bank saya – CIMB Niaga):
    1. Di dalam message tidak ada keterangan apapun tentang bank kita, hanya keterangan valid date dan nomor pin
    2. nomor pin akan expired dalam waktu 6 hari, dipake ataupun tidak.
    3. Saya tidak mengaktifkan mobile banking, hanya online banking.

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  5. permatanet says:

    sekarang keamanan transaksi internet banking sudah jauh lebih aman, salah satunya dengan penggunaan token tersebut

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