About Us
PT. Bank Rakyat Indonesia (Persero), Tbk. (commonly abbreviated as BRI) is one of the largest and oldest state-owned banks in Indonesia.
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Study how BRI adapts to changes in service complaint culture
Facing the massive shift in customer culture
BRI recognizes that customers now tend to voice their service complaints on social media rather than contacting customer service. This shift in behavior requires BRI to devise strategies to meet customer needs and maintain its brand image.

BRI needs a tool to monitor its customers' online activities, particularly on social media. Kazee, as a platform and software provider with a vision to assist decision-makers, offers the right solution for BRI: ORM (Online Reputation Management).

With ORM, BRI can monitor all customer complaints on social media.
Social Media Trends
A recent report from the marketing agency *We Are Social* and social media management platform *Hootsuite* reveals that more than half of the population.

For a brand, this trend is a double-edged sword. Every customer has the opportunity to express their dissatisfaction on social media regarding their experience with a product or service.

If they perceive a product or service as poor, they will post negative comments on their social media using either their personal accounts or even fake ones, and vice versa.

How Does Kazee Help BRI?
ORM simplifies BRI's response to posts and comments
The numerous official channels make it difficult for BRI to monitor them all. ORM helps oversee all channels, making it easier for BRI to respond to every post and comment on social media. BRI gains direct access to participate in every conversation mentioning its brand or campaigns.
Crisis Management
ORM enables BRI to handle negative customer sentiment quickly and effectively. With its rapid response system, ORM empowers BRI to steer negative discussions in a controlled direction, preventing harmful sentiment from escalating further.
Maintaining Brand Image
With ORM, BRI can uphold its online brand reputation. Through proper direction and strategy, BRI can turn negative sentiment into an opportunity to enhance and strengthen its brand image. Additionally, BRI gains insights into potential collaborators, becoming more aware of its supporters and critics.
Leveraging Trending Topics
The social media landscape is constantly filled with new viral discussions. With ORM, BRI can capitalize on trending topics to serve as a catalyst for its campaigns. By leveraging trending topics at the right moments, BRI can enhance brand awareness and engagement.