GBP Management for Bank
Managing 500+ branch Google Business Profiles across Indonesia, from claiming and verification to ongoing updates and monthly customer insight reporting.
Client
A National Bank (Confidential)
Industry
Banking and Financial Services
Duration
12 months
Market
Indonesia (Nationwide)
Snapshot
500+ Branch Profiles
Managed nationwide
12 Months
Claiming, verification, and ownership recovery at scale
Monthly
Customer insight reporting from reviews and profile actions
Ongoing
Information accuracy maintenance (hours, address, categories, photos)
The Challenge
A national bank with hundreds of branches across Indonesia needed to manage Google Business Profiles at scale, but many listings had unclear ownership. In multiple cases, internal teams did not know who created the profile or which account controlled it. This caused slow updates, inconsistent branch information, and poor customer experience when people searched locally.
At the same time, Google Business Profile verification has become significantly stricter. Creating or verifying a single location can take 2 to 3 months, which makes nationwide rollout and cleanup difficult without a dedicated process and tracking system.
Our Solution
We implemented a scalable GBP operations system designed for banking scale and long verification lead times.
Our work included:
- check_circle Claiming and ownership recovery for profiles with unknown or unmanaged accounts
- check_circle Verification execution and status tracking across hundreds of branches
- check_circle Standardized updates to keep information accurate and consistent, including hours, address formatting, categories, attributes, and photos
- check_circle Review monitoring and response workflows, including escalation for sensitive cases
- check_circle Monthly customer insight reporting using real reviews and profile interaction data, helping the bank understand customer satisfaction trends across branches
How We Did It
Project Timeline
Audit and Discovery
Weeks 1-4Mapped all branches, identified duplicates, missing listings, wrong information, and ownership issues.
Ownership Recovery and Claiming
Month 1-12Ongoing claiming due to unclear account ownership and recovery needs, with tracking to avoid repeated work and reduce delays.
Verification and Location Creation
Month 1-12Handled verification workflows knowing that some locations require 2 to 3 months due to stricter Google policies.
Standardization and Information Updates
Month 2+Updated key details to ensure consistency and reduce customer confusion, especially branch hours and address accuracy.
Monthly Monitoring and Insights
Month 3+Delivered monthly insight reporting from reviews and profile actions, highlighting recurring issues, service signals, and opportunities to improve branch experience.
Results
What We Delivered
Improved control and ownership visibility across hundreds of branch profiles
Faster and more consistent updates to branch information nationwide
Reduced customer confusion through standardized hours and location data
Monthly customer insight reporting that turned reviews into actionable branch feedback
"Managing profiles at this scale was not sustainable manually. The claiming and verification tracking, plus monthly customer insights, helped us regain control and maintain consistency across locations."
Digital Marketing Lead
National Bank (Confidential)
Your Turn
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