BML Celebrates Record Growth with 23,000 New Customers in 2023

In 2023, Bank of Maldives (BML) had a year to remember, marked by significant growth, strengthened customer relationships, and exciting innovations that are changing the way people bank. Let's take a closer look at BML's journey of success and the impact it's having on the lives of its customers.
Last year was a milestone year for BML, with the bank reporting its most financially successful period yet. Posting a net profit of 2.07 billion Ruffiya after tax, BML proved its resilience and strategic prowess in navigating the financial landscape.
But beyond the numbers, what truly stands out is the trust BML earned from its customers. With 23,000 new customers joining the BML family, and over 66,000 new accounts opened, it's clear that BML has become the bank of choice for many in the Maldives. This trust is a testament to BML's commitment to reliability, transparency, and customer satisfaction.
Central to BML's commitment to its customers is its dedication to providing top-notch service. This is where Aya, BML's digital banking assistant, comes in. Launched in May, Aya is a friendly and intelligent chatbot available 24/7 to assist customers in both Dhivehi and English. Handling queries, providing information, and even connecting customers with live agents when needed, Aya has become a valuable companion for anyone banking with BML. Last year alone, Aya successfully managed over half of the 47,000 initiated chats, reducing the need for human intervention and making digital banking more convenient than ever.
Gulnaz Mahir, Director of Customer Service at BML, shared, "We're passionate about providing the best possible experience for our customers. That's why we're constantly striving to improve our services and find innovative ways to meet their needs. With Aya and other initiatives, we're making banking easier, faster, and more accessible for everyone."
One of BML's proudest achievements last year was the increase in customer complaint resolution by 24%. This reflects the bank's commitment to listening to its customers, addressing their concerns promptly, and continuously improving its services. It's a testament to the hard work and dedication of BML's employees, who are always putting customers first.
As BML looks ahead, it remains committed to supporting the people, businesses, and communities of the Maldives. With a strong foundation of trust, innovation, and customer-centric values, BML is not just a bank; it's a partner in progress, helping to build a brighter financial future for all.