IBS Journal December 2015


ING Bank Turkey © flickr.com


into various options, from which the customer can choose their preferred course of action. An example the bank gives is the ‘ease


and speed’ around obtaining a loan where a mobile makeover has transformed this tra- ditionally more- involved process into the ‘most swift and seamless’ of transactions. Through the use of an app, the bank


says the entire application and approval process is now possible in less than five minutes, with access to the money via the ATM possible just minutes later. Furthermore, ING Turkey says its


commercial banking clients can access loans on their devices, or online without needing to communicate directly with the bank, as well as make loan payments through this channel. The bank says the speed of banking


is improved,which in turn has provided a greater customer reach. ‘Thanks to Tibco’s Activematrix BPM,


about two thirds of all consumer loans are coming from non-branch channels,’ says Koseoglu. ‘By creating partnerships, we are selling loans through grocery stores, electronic shops, post offices, and the biggest airlines. There’s a big impact in our reach, and we have almost doubled our sales.


Executing a digital banking strategy? IBS launches IBS Chat


‘We were chosen by Turkey’s largest


electronics store chain because the BPM platform lets us meet requirements and create new processes within weeks com- pared to months needed by other banks.’ ING Turkey says the integration has led


to a ‘greater fluidity’ in the way it works, as it becomes the ‘only bank in Turkey to near- shore its back-office operations’. Along with ‘cost advantages’, the move


has ‘boosted productivity’ with the num- ber of transactions per employee rising by 38%.


Give me everything But the bank says it has no intention of ‘resting on its laurels’and plans are under- way to make all customer-facing processes BPM-enabled. Koseoglu says: ‘We are adding new


mobile functions for different custom- er segments and new partners, including telecoms and transportation companies because we can seamlessly integrate their systems and offer financial solutions to their customers so they also become ours. ‘Our objective is to keep expanding.’ And if ING Turkey Bank has its way, the


use of Tibco’s Activematrix BPM could be the tipping point to greater levels of suc- cess.


Antony Peyton


IBS Intelligence has launched its IBS Chat Forum, a global platform to bring industry participants together on everything related to banking and financial services technology. Log on to www.ibsintelligence.com/ibschat and connect with peers across the globe now!


case study: ing


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