Case Study BankJatim - Sprint Asia Technology

Insight | Case Study

90% Happier Customers:
Bank Jatim Transformation with Sprint Asia

Jadwalkan Demo Sekarang
Zurich Case Study
Summary Highlights

90%

Increasing Customer
Satisfaction

70%

Improving Operational
Efficiency

80%

Sales Growth

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Kenali perusahaan yang mempercayakan kami untuk membantu mewujudkan visinya.

1

About Bank Jatim

About Bank Jatim
Bank Jatim (PT Bank Pembangunan Daerah Jawa Timur Tbk)

Established in 1961 and based in Surabaya, is one of Indonesia’s leading regional banks.

Publicly listed since 2012 (BJTM), it provides comprehensive banking services, including digital solutions through JConnect, and supports East Java’s economic growth, especially in the MSME and public sectors.

2

Let's hear a real story
behind every impact

a statement from a satisfied customer or client that expresses their positive experience with a product or service.

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“Our service hours were limited, and our team was overwhelmed. With Sprint Asia’s chatbot and live chat solutions, we not only automated responses but also connected with customers more personally—day or night. It’s helped us grow and innovate.”

Hendra Junior Banking Officer

3

Business
Challenges

Business Challenges

To scale service quality and digital capability, Bank Jatim had to overcome:

  • Lack of 24/7 support leading to long response times
  • Operational inefficiencies from handling repeat queries manually
  • High customer service costs and missed sales opportunities
  • Difficulty offering personalized digital experiences

4

Solusi Kami

Customer satisfaction

Chatbot AI

A customized AI-powered chatbot for automated customer service and query handling

Efficiency

Live Chat

Live chat integration to enhance real-time interactions and offer cross-sell opportunities

Reduction

Data Collection

Tools for data collection and feedback to continually improve service

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5

Hasil yang Dicapai

Results
Customer satisfaction

90% Rise in customer satisfaction

90% rise in customer satisfaction from instant and personal interactions

Efficiency

70% Efficiency

70% improvement in service team efficiency through automation

Reduction

80% Boost sales

80% boost in digital sales via interactive and targeted customer engagement

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