Case Study: Bank Mega achieves near-zero errors and faster, compliant LOI processing with OpenText

Indonesian bank uses OpenText to accelerate banking processes, improve compliance and enhance customer experience

PT. Bank Mega, a leading Indonesian bank with 368 retail branches, serves hundreds of thousands of customers and over a million cardholders. The bank wanted to digitize its paper-based Letter of Indemnity (LOI) process, which was slow, error-prone and made compliance and annual audits cumbersome, to improve customer experience and operational efficiency.

Working with OpenText and partner iForce, Bank Mega implemented OpenText Content Suite and Capture Center so branches simply scan LOIs to an email pool, where OCR extracts metadata and documents are stored, indexed and validated in a centralized workflow. The new process is a one-step, transparent flow that cut errors to virtually zero, sped processing, enabled instant collaboration between head office and all branches, added automated expiry notifications and strengthened governance for audits — with plans to extend digitization to additional customer-facing processes.

Bank Mega

Y.B. Hariantono

Operations & IT Director