KEY FOCUS AREAS AND RESULTS Focus Area/Stakeholder Outcome Consumer: Empowering customers with access to Shariah-compliant solutions that meet their financial needs. Focus Area/Stakeholder Outcome Consumer: Elevating customer experience with more efficient banking processes. Key Initiatives Key Initiatives Results Results Increasing Savings: ✓ Launched a series of strategic campaigns to raise awareness and promote our savings and investment products. These efforts aimed to serve customers to their benefits of saving and encourage better financial planning. Through various channels, we worked to make our savings solutions more accessible and visible to a wider audience. ✓ Expanded partnerships with businesses to drive deposit growth by offering tailored deposit products and services that meet the needs of their employees and customers, strengthening long-term relationships and increasing engagement with our banking services. ✓ Launched the Gold Investment Account in October 2024 to provide customers with a new, secure investment option. This product allows customers to invest in gold, offering a stable and accessible way to grow their wealth and diversify their financial portfolios. ✓ Launched an innovative digital marketing campaign with a monthly live draw on social media for Al-Awfar Investment Account holders. This initiative aimed to boost customer engagement, raise brand awareness, and offer account holders an exciting opportunity to participate in the draw. Increasing Savings: ✓ Achieved 1.9% y-o-y CASATIA growth. ✓ Secured 386 partners under Business Partnership Program (BPP) to drive deposit growth. ✓ Gold Investment Account has exceeded target by 86%. ✓ Offered customers over RM18 million in prizes across 15 categories through the Al-Awfar investment programme, providing valuable rewards to encourage greater participation and engagement. ✓ Tailored customer solutions to different market segments through a range of engagement programs, with a focus on building longterm relationships. Initiatives like the Next Best Product (NBP) strategy were implemented to enhance product stickiness, driving increased revenue, deposits, and wealth management by crossselling relevant products to existing customers, ensuring sustained growth and deeper customer loyalty. ✓ Strengthened distribution channels through the expansion of the Sales Response Team (SRT) utilises telesales and digital channels to acquire leads and convert them into sales, the implementation of the Financing Chatbot @ Adam, which serves as a lead generation digital platform and the introduction of the Home Financing Sales Team. ✓ Expanded the Ar-Rahnu branch network to make our services more accessible and visible to customers, ensuring greater convenience and support in key locations. ✓ Increase in customer product holdings by 2% from FY2023 supported by Next Best Product (NBP) strategy. The NBP initiative uses machine learning to generate leads, improve workflows, and boost productivity, leading to 100% financing growth. ✓ Customer experience became more streamlined by improving interactions and providing 24/7 services to enhance satisfaction. ✓ As of December 2024, Ar-Rahnu operations have been successfully launched and expanded to 46 selected branches from the existing 9 outlets. 95 w w w . b a n k i s l a m. c o m 01 02 03 04 MD&A – BUSINESS REVIEW 05 06 07 08 09
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