Since its foundation in 1948 Akbank has grown to become one of Turkey’s largest private banks with assets totaling $60 billion at the end of 2008. Its wide range of retail, commercial, corporate, private and international financial services, combined with state-of-the-art IT systems and experienced staff has positioned Akbank among the most profitable financial services institutions across Europe.
Akbank, with 916 branches and more than 15,000 employees, serves well over 8 million retail customers each year. Akbank’s ATM fleet includes almost 3,700 machines deployed throughout Turkey totally supplied by NCR.
Akbank wants to provide the best banking experience to its customers by offering truly outstanding services. As part of this commitment Akbank aimed to achieve a certain level of service quality, operational excellence and IT services that set apart its customer experience and delivered a clear competitive advantage. As Akbank itself puts it, “We aim to differentiate ourselves through innovation,” said Yesukan Akıntı – Head of Akbank Delivery Channels Operations.
In practice this meant moving over 63% of Akbank’s regular branch transactions to what it describes as its “Alternative Delivery Channels” (ADC). This is made up of telephone banking, mobile and sms banking, web-based transactions and the second biggest ATM chain in Turkey located both in branches and at external sites. For customers ADC means simple and fast “anytime, anywhere” banking. For Akbank it means cutting operating costs as well as reducing the number of low-value transactions performed by branch tellers, leaving them free to focus on higher income activities. The key question, of course, was how best to make all this happen?
LinkedIn
Facebook
YouTube
Twitter
RSS