News : ING Turkey Uses Digital technology to Improve Services and Grow Customer Base
Istanbul, Turkey, May 19, 2016 -- Turkey’s ING Bank has grown its customer numbers in the past four years, following a major investment in information technology.
The bank, based in Istanbul, is using business process management (BPM) technology to offer banking services through retailers, post offices and airlines.
The project has allowed the bank to grow its customer base without the need for more branches.
"We needed to grow and we needed to grow fast and do something different from the other banks," says the bank’s CIO and COO, Gorkem Koseoglu, in an interview with Computer Weekly.
ING Turkey began a digital transformation programme, with the aim of offering financial services though other retail outlets, such as shops and post offices.
The project included the development of applications to allow staff and customers to access banking services and information from mobile phones and tablet computers.
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"The strategy of the bank was to become more customer orientated, making banking easier, but also being available any time, in any way, which basically means you need to have very good channel capabilities," says Koseoglu.
"We realised that, to reach those ambitions, we could not leverage our existing legacy systems because they were already limiting us," he says.
The bank evaluated business process management tools from several technology suppliers, as part of its plan to automate banking processes. It chose ActiveMatrix BPM, supplied by Tibco, without going through a tender, as it was already widely used in other parts of ING.
Posted by Veronica Silva Cusi, news correspondent
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About ING Bank:
The Customer Relations Center, ING Bank's telephone banking unit, offers customers an extensive menu of options and operations 24 hours a day 7 days a week on +90 212 4440600.
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