TRANSFORMING BANKING OPERATIONS: AUTOMATED TELLER MACHINE & CASH RECYCLING MACHINE OPTIMIZATION STRATEGIES FOR DIGITAL BUSINESS ADVANCES AT PT BNI KC PURWOKERTO

Abstract

The development of digitalization in business and accounting information systems has encouraged banks to improve operational efficiency by optimizing Automated Teller Machine (ATM) and Cash Recycling Machine (CRM) services. This study analyzes performance data-based ATM and CRM management strategies to improve operational efficiency and customer loyalty. This study was conducted based on internship experience in the Merdeka Belajar Kampus Merdeka (MBKM) program at PT BNI KC Purwokerto. ATM and CRM machine performance data were collected through direct observation and analysis of transaction reports and machine uptime. The results show that data-driven strategies, such as optimal maintenance scheduling and transaction trend analysis, can improve operational efficiency and reduce machine downtime. In addition, the reliability of ATM and CRM services, such as ease of transactions contribute significantly to increasing customer satisfaction and loyalty. Findings include optimizing data-driven monitoring and implementing predictive technology to improve ATM and CRM management sustainably.