Garanti Bank: An NCR Case Study

The customer

Garanti Bank is the third largest private bank in Turkey. As a subsidiary of the Dogus Group, it is part of one of the leading private-sector Turkish conglomerates.

Garanti provides retail, commercial and corporate banking services and has become synonymous with product innovation and a strong customer focus delivered through leading technologies.

Garanti’s state-of-the-art infrastructure and progressive strategy has resulted in 76% of all banking transactions carried out via alternative delivery channels (ADCs) including ATMs, the Internet and call centers.

The challenge

Customers experienced a lack of privacy when carrying out transactions at the counter, ATMs and Internet access points. This issue had to be addressed through innovative branch design, but in a way which did not reduce the retail space or reduce the ability of staff to maintain visual control over the area.

Another challenge arose from the variety of customers using Garanti branches. How could branch design aid Garanti in correctly identifying their low and high-value customers and direct them to the appropriate channels?

As Garanti views technology as a vital tool in their service delivery strategy it was imperative that the branch design incorporated an understanding of current self-service technologies while remaining flexible enough to easily introduce any future solutions employed by the bank.

Both of the Garanti branch locations are situated close to branches of key competitors. Therefore, something unique was required to deliver maximum impact and create a clear competitive differentiation. In essence the branches had to reflect the bank’s core values and place them ahead of their competitors in terms of design, available services and innovative technology.