<![CDATA[Digital Transformation in the Banking sector has driven financial institutions, including Bank Rakyat Indonesia (BRI), to integrate information technology to enhance operational efficiency and customer-based approaches. This research aims to analyze the contribution of the BRISPOT system and SAP Customer Relationship Management (CRM) to BRI’s financial performance, specifically through the indicator of Return of Assets (ROA) during the 2022-2023 period. The approach used is descriptive qualitative, utilizing documentation techniques and literature studies from BRI financial reports and other relevant sources. The results show that BRISPOT is capable of improving the efficiency of microcredit distribution and accelerating service processes at branches, while SAP CRM strengthens customer loyalty through more personalized and integrated services. The synergy between the head office and the branch offices in implementing both systems has proven significant in boosting ROA, increasing from 2.76% in 2022 to 3.08% in 2023. This research recommends strengthening digital capabilities and training at the operational level to support the sustainability of technological transformation at BRI.]]>
Copyrights © 2026
