IBS Journal December 2015


The age of expansion


Headquartered in the great city of Istanbul, ING Turkey Bank is on a mission to gain market dominance. In an exclusive interview, Gorkem Koseoglu, chief operating officer, explains how the bank is embarking on a ‘digital makeover’.


The foundation of the bank doesn’t lie within a byzantine world of countless mergers and acquisitions. ING itself is a global financial service company of Dutch origin, but in the search of new areas, ING Bank Turkey was set up in 2008. Today, ING Turkey has three million


customers across 308 branches within Turkey, but like so many other companies, desires a lot more. As part of this new and bolder digi-


tal strategy it has recently implemented US-based Tibco Software’s business process management solution, Activematrix BPM, to ‘improve customer service and market share’.


Koseoglu explains why it went with Tibco.


He says: ‘We looked at other compa- nies and our internal capabilities, but there were two main reasons for choosing them. ‘Firstly, they had the implementa- tion capabilities to work with our legacy platform; and secondly, Tibco’s vision and roadmap for this specific tool impressed us on this front.’ The bank’s legacy platform is its


in-house Finsoft core banking system – which it has been using for 15 years. Koseoglu wouldn’t reveal if the bank


plans to move to a new system, but he says the implementation of the Tibco project began in late 2013; and that by 2017 the bank should have all of its relevant systems running on this BPM. As with any implementation project


there were a few challenges. Two specific ones were ‘local resourc-


es’– namely finding the right people to work on the system and the aspect of ‘cul- tural change’. He says people are ‘used to running operations in a certain way and


30 © IBS Intelligence 2015 www.ibsintelligence.com


they need to change their way of working’. He says the bank runs all of its back


office systems from an operations centre, with 400 staff, in Kahramanmaraş – a city of 575,000 people in southern Turkey.


Chain of reactions At present, the bank wants to further ‘streamline and digitise’ its processes, and it says it has already gained some benefits. In particular, the bank has risen from being ‘sixth in its sector to having a 17 point net promoter score increase’. ING Turkey says that Tibco’s real-time


data has increased its ability to react to ‘thousands, sometimes millions of business events produced by people, processes, and systems across the enterprise’. In addition, it can integrate all workflow processes and sales activities across multiple locations and distributions, due to the software’s ‘advanced monitoring capabilities’. Koseoglu says: ‘There was a lack of


transparency across our service levels and in the efficiency of our processes. We want- ed to make banking accessible through a mobile device, the internet or a branch and empower customers by using data and analytics to give them options so they could make their own financial decisions.’ Initially deployed as a pilot project, the


reach of Activematrix BPM has expanded throughout the business where its impact has been ‘instant and transformative’; and the bank says it has resulted in a ‘more holistic and efficient service offering’.


The next stage The bank’s process also takes the use of data analytics to the ‘next stage’ so that ‘customer insight isn’t just collated and used behind the scenes’, but extrapolated


case study: ing


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44