Download 2014 Nuance CES London - 3 Customer Spotlight

Digital Banking at Garanti Bank
Isik Ilhan
Direct Banking Manager
0
Development of Key Indicators in the Turkish Market
Turkish market
•  High mobile penetration :
107% (above age of 9)
160
•  Internet users increasing over
time, yet far below developed
markets (~45% penetration)
140
•  However, smartphone and
mobile internet picking up
significantly
130
–  Smartphone penetration
is around 20%
60
– %35 of all credit cards
were used in virtual POS
transactions
Source: TBB, BTK, TUIK, BKM
138,9
91,0
100
80
–  In 2013 150 M ecommerce transactions
125,0
120
–  12 M mobile internet
subscribers
•  E-commerce transactions have
increased significantly over the
last 2 years:
150,0
Millions
Internet users
Mobile subscribers
61,0
40
24,9
67,3
Mobile internet users
61,8
62,8
27,6
30,3
64,8
33,8
67,2
68,0
35,0
35,0
20
# of E -­‐commerce transactions
Smartphones
12,0
0,4
1,4
2009
2010
0
2008
11,6
5,3
2011
2012
2013
1
Garanti Bank – Brief Introduction
Total Assets
US$ 104 bn
1H13 Net Income
US$ 1.1 bn
Basel II
CAR
ROAE
21%
15%
Branch network
977
2nd largest private bank
by asset size
Robust balance sheet
highly liquid, well-capitalized & low risk
#1 in ordinary banking income
proven track record of
sustainable banking income generation
Focused on relationship banking with broad
geographical coverage and wide multichannel distribution network
Most valuable company
on the BIST by market capitalization
*
# of customers
>12 mn
*
Note: BRSA Consolidated Financials as of June 30, 2013
US$/TL = 1.905 as of June 30, 2013
* As of October 09, 2013
2
Digital Journey – Changes and mind-shift
Customer experience orientation
Channel orientation
- Omni-channel strategy: seamless
customer experience
- Social integration
- Digital only business models:
mobile-first strategy
- Infrastructure building
- Migration from branches
- Mainly productivity emphasis
3
Alo Garanti
•  4,2 mio call per month
•  Over 1000 agents
• 
• 
• 
Self-Servis transactions
English & German Servis Menus
Different Call Center Locations (Sivas &
İstanbul )
Self-­‐Servis Transac;ons Ø  Passwaord Transac;ons Ø  Enquire Credit Card Dept Ø  Enquire Term Transac;ons and & Credit Card Limit Ø  Enquire Account Balance Ø  Mobile Top-­‐Up Ø  Payment of Credit Card Dept Ø  Enquire Credit Card Applica;on Result Innovation and Technology Requirement
Difficulties in DTMF Menü
• 
• 
• 
• 
Restrictions of DTMF Menu
Disadvantage of standart menu structure, which are
not fit customer understanding each time
Getting lost in many different choices
Waste of time in listening DTMF menü and increase
of transaction time
Why Voice Tech ?
The trend is the systems that manage by voice !
Control Your TV With Voice Alo Garanti – Call Steering
•  Call steering for Customer:
•  Telling the request by saying it in natural language
•  Banking services in customers own language
•  Not getting lost in DTMF menu and being directed to the
correct transaction step
•  Easy and fast transaction flow without waiting for
listening DTMF menu
•  Call Steering for Garanti Bank;
•  Understanding customer at first time and prevent the
repeated calls
•  Decrease of unsuccessfull calls which are formed by
customer hang ups because of getting lost in DTMF
menu
•  Routing the calls to the correct transaction menu
•  Decrease of the calls that directed to the agents and cost
saving
•  İncrease of Customer Satisfaction
How Call Steering Works? - I
When the customer calls Alo Garanti, the system asks him what he wants to do. After taking the
requirement, the system will direct the customer to the related transaction step.
«To perform you the right service, it is enough for you just telling me what you want to do. For instance; you can say ‘I’ll create my card password’ or ‘I want to perform Money transfer. Could you now tell me your request please? » «paying my bills»
«I wanna make credit card application»
«My auto payment seems not to
be paid, why is that so?»
«activation of my card»
«I want to update my password»
«Cant get my Money from ATMs.!»
«there is a
missing in my
account balance»
«credir card
application result»
«may card is lost,
please cancel it!»
How Call Steering Works? - II
« There is a problem in my auto
payment order, I want to cancel it
but… »
«You want to cancel your auto-­‐payment...Right? » «Right».
How would you like to proceed? With your card number or customer number? «card number»
«Thank you !» Advantages of Call Steering
•  Increase of self-service transactions
•  Optimization of the calls that routed to the call center agents
•  Decrease of the calls which are hanged up by customers or ended without
performing any transactions
•  High percent of correct routing rate
•  Understanding customer in their own language and recognize how they know your
services and products
•  Advantage of asking customer «Do you mean this?»
•  Fast and correct routing of the calls without letting customer get
lost in DTMF menu
Customer Comments in Social Media
« The Call steering servisçe of Garanti is very successfull, I like IT!»
«It’s now very easy to reach the customer representative for your requirement »
« Super ! Congratulations»
« I love the call steering system in Garanti Bank. There is no need for listening the menu too
long. Just tell your request !»
«It’s a revolution! Congrats!»
……
Our New Internet Banking – Online Personal Finance Management (PFM)
• 
• 
• 
Offering a need-oriented personal finance management service with personalized content
Easier tracking of financial status and thus making the customer have full control over their finances
Making the communication between the bank and the customer more transparent
Personalization
Financial
Summary
Online
consultancy
and instant
help
Current feed
about financial
transactions
Personal /
Financial
Calendar
Goal
Tracker
17
Online Personal Finance Management
• 
• 
Customers are able to see their asset/debt and spending/earnings in a consolidated way
Spenpings by category and showing them over time are the key PFM features
Assets&Debts
Spending &
Earnings
18
Mobile Banking Usage Boomed in 2012
Browser version
E-trader application
•  The mobile banking journey started with a browser
version before the uptake of smartphones
•  It is the first internet bank access from mobile in
Turkey
•  Browser based 45+ banking transactions are covered
by Mobile Banking
Native applications
•  With the uptake of smart phones and application stores, Garanti
expanded its mobile banking presence by developing various
mobile banking applications
•  Currently present in iPhone, iPad, Android Android Tablet,
Windows 8, BB10 platforms
•  The number of Garanti mobile banking users has increased by
227% since the beginning of 2012
9
Generation C
Connected Customer
Characteristics of Gen-Y and the greater Gen-C customers
Gen-C (connected customers) …
… “Digital natives” who live and breathe in the digital World
and social networks
… Rely on smartphones and tablets as
Gen-Y (millenials) …
their Windows to the World
… Have grown up with Internet
… They are empowered by information
… Communicate through technology (instant messaging
and research, they feel more confident
and text messaging, blogs, etc.) as opposed to having
with things they learn and then share…
face-to-face or phone conversations
… They want a more engaged,
… Expect a lot more than their predecessors. Millennials
enriching and efficient relationship
want information, not only instantly, but also with the ease
in all their brand relationships,
that it should be accessible at their convenience with all of
thanks to the apple-like
the normal benefits of a face-to-face meeting
experiences they live in the digital
… Are practically immune to traditional sales and
World…
marketing programs established to serve the
… Yet the gap between how Gen-C
generations before them
connects and communicates in his
digital world and how traditional
businesses approach them is widening…
21
Daily Life With Mobile
22
Living Services
Boondoggle Winter
Wake-Up
Withings Body Scale
Nike - Fuel Band
23
A New Banking Experience
iGaranti is a mobile-first, direct, living and social banking platform that focuses on
providing ‘value added’ services to ease daily banking actions and fits into the daily lives of its users
in an unconventional way….
«Smart helpful friend in your pocket»
Direct Proposition
Contextual Banking
Living Service
24
25
iGaranti Pillars
Social
Innovations
Money Transfer
QR Payment & Money
Withdrawal
Promotion Sharing
Wallet
Facebook App
Foursquare check-in and
location-based offers
3rd Party Apps
Proactive Financial Status
Speech
Push Notifications
Money Bar
Cash Tank
Spend Tracking
Direct Proposition
Courier
Trial version/prepaid card
Conventional Banking
Services
Money Transfers
Payments
Accounts
26
iGaranti Dashboard
Avatar
Money
Bar
Cash Tank
Save now
Not Logged-in stage
Logged-in stage
27
iGaranti Money Bar/ Forecast
28
iGaranti Special Network/ Nearby Deals
Integration with Foursquare, Facebook and Twitter!
29
iGaranti Smart Shopping, iWallet
30
iGaranti – Voice Control
• Static Gramer Navigation
• Dynamic Gramer Navigation
• Account Name
• Campaign Keyword & Sector
• Recorded Person Name
• Conditional Navigation
• Full/Trial Control
• Vanity Commands
Dynamic & Living Service
Life Cycle of Call Steering
Adding the
new products
and change
requests in
system
Evaluation of
analysis
results and
new
developments
Fine Tuning
Correct
Routing Rate
Analysis
Thank you
[email protected]
twitter @fermant
linkedin/isikilhan
33