{"id":7684,"date":"2022-11-30T00:00:00","date_gmt":"2022-11-30T05:00:00","guid":{"rendered":"https:\/\/whatsappbusiness.com\/blog\/bank-mandiri-une-communication-coherente-pour-renforcer-la-confiance-et-booster-les-conversions\/"},"modified":"2026-04-30T02:52:39","modified_gmt":"2026-04-30T06:52:39","slug":"bank-mandiri","status":"publish","type":"post","link":"https:\/\/whatsappbusiness.com\/fr\/blog\/bank-mandiri\/","title":{"rendered":"Bank\u00a0Mandiri\u00a0: une communication coh\u00e9rente pour renforcer la confiance et booster les conversions"},"content":{"rendered":"\n<h2 id=\"son-histoire-le-leader-des-services-bancaires-numeriques-en-indonesie\" class=\"wp-block-heading\"><strong>Son histoire\u00a0: le leader des services bancaires num\u00e9riques en Indon\u00e9sie<\/strong><\/h2>\n\n<p class=\"wp-block-paragraph\">La plus grande banque d\u2019Indon\u00e9sie, <a href=\"https:\/\/bankmandiri.co.id\/\" target=\"_blank\" rel=\"noreferrer noopener\" data-creative-detail=\"BankMandiri_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;BankMandiri_Link&quot;}\">Bank\u00a0Mandiri<\/a>, est fi\u00e8re d\u2019\u00eatre leader du march\u00e9 en mati\u00e8re d\u2019innovation digitale.<\/p>\n\n<p class=\"wp-block-paragraph\">En permanence \u00e0 la recherche de moyens de rationaliser ses offres num\u00e9riques, la banque Mandiri s\u2019est fix\u00e9 comme objectif de faciliter la demande d\u2019\u00e9ch\u00e9anciers de paiement et de nouvelles cartes par les titulaires de cartes de cr\u00e9dit.<\/p>\n\n<p class=\"wp-block-paragraph\">Avec plus de 1,5\u00a0million de personnes titulaires d\u2019une carte de cr\u00e9dit dans tout le pays, la banque Mandiri avait besoin d\u2019un partenaire fiable et polyvalent pour donner une nouvelle dimension aux interactions avec la client\u00e8le. Elle a choisi WhatsApp pour l\u2019aider \u00e0 atteindre ses objectifs.<\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/person-scrolling-on-phone-at-the-bank.webp\" alt=\"Une personne faisant d\u00e9filer son t\u00e9l\u00e9phone \u00e0 la banque\"\/><\/figure>\n\n<h2 id=\"lobjectif-automatiser-les-processus-pour-augmenter-les-conversions-sans-surcharger-les-agent%c2%b7es-en-direct\" class=\"wp-block-heading\"><strong>L\u2019objectif\u00a0: automatiser les processus pour augmenter les conversions sans surcharger les agent\u00b7es en direct<\/strong><\/h2>\n\n<p class=\"wp-block-paragraph\">Bank\u00a0Mandiri avait besoin d\u2019un meilleur canal de communication, qui expliquait efficacement les prochaines \u00e9tapes \u00e0 suivre \u00e0 la client\u00e8le et qui lib\u00e9rerait <a href=\"https:\/\/whatsappbusiness.com\/fr\/blog\/beyond-call-centers-and-native-apps\/\" target=\"_blank\" rel=\"noreferrer noopener\">les agent\u00b7es d\u2019assistance<\/a> pour les questions plus complexes.<\/p>\n\n<p class=\"wp-block-paragraph\">Toute la client\u00e8le de Bank\u00a0Mandiri qui effectue des transactions d\u00e9passant un certain montant est invit\u00e9e \u00e0 convertir ces transactions en paiements mensuels faciles. Toutefois, pour demander un plan de paiement \u00e9chelonn\u00e9, la client\u00e8le de Bank\u00a0Mandiri doit d\u2019abord v\u00e9rifier chacune de ses transactions.<\/p>\n\n<p class=\"wp-block-paragraph\">Avant de s\u2019associer \u00e0 WhatsApp, la banque envoyait des textos contenant des liens\u00a0URL pour v\u00e9rifier chaque transaction. Cependant, les SMS sont limit\u00e9s \u00e0 160\u00a0caract\u00e8res, ce qui ne permet pas d\u2019expliquer clairement la marche \u00e0 suivre ni les raisons qui la justifient. En effet, de nombreuses personnes ont appel\u00e9 la banque pour parler \u00e0 un agent et confirmer les informations n\u00e9cessaires \u00e0 la transaction.<\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/person-sitting-in-windowsill-reading-a-message-fro.webp\" alt=\"Personne assise sur un rebord de fen\u00eatre lisant un message de la banque sur WhatsApp\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">Le processus de v\u00e9rification des demandes de cartes de cr\u00e9dit \u00e9tait tout aussi d\u00e9courageant. Les liens URL envoy\u00e9s \u00e0 la client\u00e8le d\u00e9passaient une fois de plus la limite de caract\u00e8res, ce qui ne permettait pas d\u2019inclure des instructions correctes. Ne sachant pas comment proc\u00e9der, ces personnes appelaient les centres d\u2019assistance de la banque, d\u00e9j\u00e0 surcharg\u00e9s, pour demander des instructions.<\/p>\n\n<p class=\"wp-block-paragraph\">La banque Mandiri avait besoin d\u2019une solution pour rendre ses communications plus fiables et plus claires afin que la client\u00e8le comprenne exactement comment v\u00e9rifier les achats et cr\u00e9er un plan de versements.<\/p>\n\n<h2 id=\"la-solution-une-communication-claire-et-efficace-via-whatsapp\" class=\"wp-block-heading\"><strong>La solution\u00a0: une communication claire et efficace via WhatsApp<\/strong><\/h2>\n\n<p class=\"wp-block-paragraph\">La d\u00e9cision d\u2019opter pour la plateforme WhatsApp\u00a0Business \u00e9tait \u00e9vidente, \u00e9tant donn\u00e9 que WhatsApp est l\u2019une des applications de messagerie les plus populaires en Indon\u00e9sie, avec <a href=\"https:\/\/www.statista.com\/forecasts\/1144489\/whatsapp-users-in-indonesia\" target=\"_blank\" rel=\"noreferrer noopener\" data-creative-detail=\"Statista_WhatsAppUsersInIndonesia_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;Statista_WhatsAppUsersInIndonesia_Link&quot;}\">environ 78,5\u00a0millions d\u2019utilisateur\u00b7ices en 2021<\/a>, selon Statista.<\/p>\n\n<p class=\"wp-block-paragraph\">La banque a \u00e9galement fait appel au partenaire de WhatsApp <a href=\"https:\/\/damcorp.id\/\" target=\"_blank\" rel=\"noreferrer noopener\" data-creative-detail=\"Damcorp_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;Damcorp_Link&quot;}\">Damcorp<\/a> pour ce projet. L\u2019objectif \u00e9tait de stimuler la croissance de l\u2019entreprise en ravivant l\u2019int\u00e9r\u00eat des titulaires de cartes de cr\u00e9dit existants gr\u00e2ce \u00e0 la plateforme WhatsApp\u00a0Business.<\/p>\n\n<p class=\"wp-block-paragraph\">La premi\u00e8re \u00e9tape consistait \u00e0 gagner la confiance de celles et ceux qui \u00e9taient \u00e9ligibles au paiement \u00e9chelonn\u00e9. Pour ce faire, la banque Mandiri a introduit une touche de familiarit\u00e9 dans ses messages. Connue des consommateurs et consommatrices indon\u00e9siens sous le nom de \u00ab\u00a0num\u00e9ro magique\u00a0\u00bb, la banque a commenc\u00e9 \u00e0 inclure sa ligne d\u2019assistance client\u00e8le 14000, reconnaissable instantan\u00e9ment, dans ses communications.<\/p>\n\n<p class=\"wp-block-paragraph\">Gr\u00e2ce \u00e0 l\u2019ajout d\u2019un num\u00e9ro bien connu de la client\u00e8le, les messages sont devenus familiers et la communication plus pratique. D\u00e9sormais, gr\u00e2ce \u00e0 WhatsApp, la client\u00e8le peut recevoir des informations plus d\u00e9taill\u00e9es sur les paiements \u00e9chelonn\u00e9s et la proc\u00e9dure d\u2019acc\u00e8s via une URL.<\/p>\n\n<p class=\"wp-block-paragraph\">La client\u00e8le a \u00e9galement pu contacter plus facilement les agent\u00b7es d\u2019assistance, le cas \u00e9ch\u00e9ant, gr\u00e2ce \u00e0 une r\u00e9ponse directe via la messagerie WhatsApp ou en composant le num\u00e9ro de service 14000 pour passer un appel.<\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/phone-displaying-messages-sent-from-bank-mandiri-t.webp\" alt=\"T\u00e9l\u00e9phone affichant des messages envoy\u00e9s par la banque Mandiri via WhatsApp\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">Pour rationaliser la proc\u00e9dure de demande de carte de cr\u00e9dit, la banque Mandiri s\u2019est concentr\u00e9e sur la simplification du processus de v\u00e9rification. Les personnes recevaient des notifications push les invitant \u00e0 confirmer leur identit\u00e9 en r\u00e9pondant directement via WhatsApp.<\/p>\n\n<p class=\"wp-block-paragraph\">Un code unique personnalis\u00e9 avec la date de naissance \u00e9tait envoy\u00e9 \u00e0 chaque personne pour confirmer son identit\u00e9 et v\u00e9rifier sa demande.<\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/conversation-between-bank-mandiri-and-customer-via.webp\" alt=\"Conversation entre la banque Mandiri et un membre de la client\u00e8le via WhatsApp\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">Gr\u00e2ce \u00e0 l\u2019automatisation de cette \u00e9tape cruciale, les appels aux agent\u00b7es ont diminu\u00e9 et le taux d\u2019approbation des demandes a commenc\u00e9 \u00e0 augmenter.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0En augmentant le nombre de notifications push gr\u00e2ce \u00e0 l\u2019automatisation, la banque Mandiri peut \u00e9mettre plus de cartes de cr\u00e9dit \u00e0 des personnes \u00e9ligibles, ce qui en retour augmente les revenus des achats effectu\u00e9s avec des cartes de cr\u00e9dit\u00a0\u00bb, a d\u00e9clar\u00e9 Sunarto\u00a0Xie, vice-pr\u00e9sident principal de la banque Mandiri.<\/p>\n\n<h2 id=\"la-reussite-une-augmentation-rapide-des-taux-de-conversion-et-des-revenus\" class=\"wp-block-heading\"><strong>La r\u00e9ussite\u00a0: une augmentation rapide des taux de conversion et des revenus<\/strong><\/h2>\n\n<p class=\"wp-block-paragraph\">Au cours de l\u2019ann\u00e9e\u00a02021, WhatsApp est devenu le principal canal de conversions de la banque\u00a0Mandiri, d\u00e9passant rapidement le volume des conversions par SMS, t\u00e9l\u00e9vente, centre d\u2019appel, site\u00a0Web et application mobile.<\/p>\n\n<p class=\"wp-block-paragraph\">WhatsApp est actuellement \u00e0 l\u2019origine de 37\u00a0% de toutes les conversions de Bank\u00a0Mandiri. La rationalisation de deux processus essentiels via WhatsApp (inscriptions au plan d\u2019\u00e9chelonnement des paiements et demandes de cartes de cr\u00e9dit) a entra\u00een\u00e9 une augmentation de 42\u00a0% du revenu net g\u00e9n\u00e9r\u00e9 par les int\u00e9r\u00eats des plans d\u2019\u00e9chelonnement des paiements et une augmentation de 56\u00a0% des demandeurs de cartes de cr\u00e9dit r\u00e9pondant aux notifications de v\u00e9rification.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0Gr\u00e2ce \u00e0 ses workflows automatis\u00e9s, WhatsApp est devenu notre principal canal pour atteindre les objectifs de Bank\u00a0Mandiri. Ce canal nous permet de r\u00e9pondre aux besoins de notre client\u00e8le, de transf\u00e9rer les demandes des agents en direct et d\u2019augmenter nos revenus en stimulant les demandes de cartes de cr\u00e9dit et les modifications des comptes existants\u00a0\u00bb, a d\u00e9clar\u00e9 Xie.<\/p>\n\n<p class=\"wp-block-paragraph\">En 2021, WhatsApp a g\u00e9n\u00e9r\u00e9 le plus grand nombre de conversions pour les personnes ayant accept\u00e9 de recevoir des messages au moyen de leur carte de cr\u00e9dit, \u00e0 un taux de pr\u00e8s de 43\u00a0%. Le centre d\u2019appels arrivait en deuxi\u00e8me position avec un taux de conversion de 5\u00a0%.<sup>1<\/sup><\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/two-people-in-middle-of-street-market-smiling-at-p.webp\" alt=\"Deux personnes souriant en regardant leur t\u00e9l\u00e9phone au milieu d\u2019un march\u00e9 en plein air\"\/><\/figure>\n\n<h2 id=\"the-future-a-steadfast-dedication-to-elevating-digital-banking-experiences\" class=\"wp-block-heading\"><strong>The Future: A steadfast dedication to elevating digital banking experiences<\/strong><\/h2>\n\n<p class=\"wp-block-paragraph\">La banque Mandiri poursuit sans faute son objectif\u00a0: continuer \u00e0 \u00e9tablir des mod\u00e8les de banque en ligne progressifs en Indon\u00e9sie pour offrir des services et des produits bancaires automatis\u00e9s, simples, rapides et fiables \u00e0 la client\u00e8le.<\/p>\n\n<p class=\"wp-block-paragraph\">La plateforme WhatsApp\u00a0Business restera le principal partenaire de la banque tout au long de ce parcours.<\/p>\n\n<p class=\"wp-block-paragraph\">\u00c0 l\u2019avenir, la banque Mandiri cherchera \u00e0 d\u00e9velopper les utilisations de son canal WhatsApp pour automatiser et am\u00e9liorer\u00a0:<\/p>\n\n<ul class=\"wp-block-list\">\n<li class=\"wp-block-list-item\">Activation de la carte de cr\u00e9dit<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Des mises \u00e0 niveau de carte de cr\u00e9dit<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Services de livraison de cartes<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Alertes de paiement \u00e0 venir<\/li>\n\n\n\n<li class=\"wp-block-list-item\">Notifications proactives et personnalis\u00e9es<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">\u00ab\u00a0La plateforme WhatsApp\u00a0Business offre des opportunit\u00e9s au secteur des services bancaires et financiers\u2026 en permettant de proposer des services client\u00e8le num\u00e9riques pratiques tout en am\u00e9liorant les performances commerciales. \u00c0 l\u2019avenir, la banque Mandiri continuera d\u2019optimiser ce service pour r\u00e9pondre aux besoins de la client\u00e8le.\u00a0\u00bb affirme M.\u00a0Xie.<\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/whatsappbusiness.com\/wp-content\/uploads\/2026\/04\/person-smiling-while-holding-up-a-piece-of-clothin.webp\" alt=\"Personne souriante tenant un v\u00eatement\"\/><\/figure>\n\n<p class=\"wp-block-paragraph\">D\u00e9couvrez comment la plateforme WhatsApp\u00a0Business peut cr\u00e9er de meilleures exp\u00e9riences client\u00e8le et <a href=\"https:\/\/whatsappbusiness.com\/fr\/products\/business-platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">stimuler la croissance de votre entreprise<\/a>. Pour lire l\u2019\u00e9tude de cas dans son int\u00e9gralit\u00e9, <a href=\"https:\/\/developers.facebook.com\/success-stories\/bankmandiri\/\" target=\"_blank\" rel=\"noreferrer noopener\" data-creative-detail=\"DevelopersFacebook_BankMandiri_Link\" data-creative-type=\"link\" data-ms=\"{&quot;creative&quot;:&quot;link&quot;,&quot;creative_detail&quot;:&quot;DevelopersFacebook_BankMandiri_Link&quot;}\">cliquez ici<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Son histoire\u00a0: le leader des services bancaires num\u00e9riques en Indon\u00e9sie La plus grande banque d\u2019Indon\u00e9sie, Bank\u00a0Mandiri, est fi\u00e8re d\u2019\u00eatre leader du march\u00e9 en mati\u00e8re d\u2019innovation digitale. En permanence \u00e0 la recherche de moyens de rationaliser ses offres num\u00e9riques, la banque Mandiri s\u2019est fix\u00e9 comme objectif de faciliter la demande d\u2019\u00e9ch\u00e9anciers de paiement et de nouvelles [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":7685,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[282],"tags":[],"class_list":["post-7684","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clientele"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Bank\u00a0Mandiri\u00a0: \u00e9tablir un climat de confiance pour booster les conversions | WhatsApp for Business<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment la banque Mandiri a utilis\u00e9 WhatsApp pour relancer la 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