Halkbank - Innovation of the Year

Company: HALKBANK, İstanbul, Turkey
Entry Submitted By: Business Awards Consulting
Company Description: As one of the strongest and most reliable institutions in the banking sector, Halkbank serves its customers through its branches, offices, private transaction offices, and foreign representative offices throughout the country. Halkbank offers comprehensive financial products and services in order to make the dreams of Turkish investors’ come true.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Innovation of the Year - Consumer Services Industries

Nomination Title: Halkbank Digital Banking Solutions

A steadily-growing, deep-rooted, pioneering and respected brand of rising Turkey, Halkbank was founded in 1938 to support craftsmen and tradesmen and to accelerate Turkey’s lasting economic development. Halkbank has been spearheading Turkish banking industry’s development while successfully supporting the real economy for 83 years.

With its expertise in SME Banking, Halkbank-Bank of Producing Turkey-develops products and services that meet the needs of the real sector. SMEs in Turkey continue to produce and grow with support of Halkbank,leader in SME Banking.

As the challenging period of pandemic, Halkbank increased its support to SME customers by transferring 52.7% of its commercial loans to SMEs, and broke a record by reaching 21.6% market share in SME loans.

Increasing its total assets by 48.8% to 680 Billion Turkish Liras in 2020, Halkbank offers all its financial and brand power, knowledge, experience, technology and infrastructure as supportive and innovative solutions to customers.

Halkbank aimed to comfort customers affected by the pandemic with financial support and to develop a safe-service quality standard so that banking services could continue uninterrupted.

With its advanced technological infrastructure, expertise and digitalization vision, Halkbank has transferred all its processes to digital and offered its customers technological facilities.

In 2020 of pandemic, Halkbank continued its activities by listening to the needs of customers more than ever, and aimed to comfort its customers who feel economic, social and psychological pressure and to make their lives easier.Especially in this period when customers avoid contact and do not want to go out of their homes, Halkbank asserts with its digital channels and services.

Customers are Safe with Digital Solutions

Renovating its mobile branch and internet branch, Halkbank offers customers the opportunity to perform almost all transactions without need to go to a pysical branch, by providing 24/7 customer service through various channels such as Dialog telephone banking, SMS banking, (support via) WebChat.

With its advanced technological infrastructure and digital capabilities, Halkbank has enabled customers to make transactions safely, reducing contact in branches and ATMs.

Some examples,

-Possibility to be a bank customer from mobile without going to a branch and make transactions with face recognition,
-Contactless withdrawals from ATMs,
-tax and insurance payments with QR codes and barcodes,
-brnchless and no-sign solutions like e-mortgage and e-letter of guarantee,
-contactless transactions with the new ParafCard

In 2020, Halkbank also drew attention with its new digital banking products and provided convenience to its customers.

24/7 money transfer, no-waiting till worktime starts with theFASTtimeless money transfer solution

EASY ADDRESSsolution eliminates IBAN need on money transfer.

TheSECURE DIGITAL PAYMENTsolution secured payments and collections in the role of both buyer and seller for businesses seeking trust in trade in this period.

-HalkbankMobile Branchactive customersincreased by 76%in a 18-month period from the end of 2019 to June2021.
-HalkbankMobile Branch transactions increased by 76%in a 17-month period from the end of 2019 to May 2021.
-In 2020,Halkbank Internet Branch customers increased by 10%and the number of transactions by 7%.
-Halkbankwebsiteviewing rateincreased by 67%compared to 2019 after the website was renewed.

CUSTOMER SATISFACTION:

-Halkbank's overallcustomer satisfaction scorewas81in 2020; With a customer satisfaction score of81 points in retail credit cardsand83 points in commercial credit cards, Halkbank ranked2ndamong banks operating in Turkey.
-Halkbank increased its funds transferred to loans by 41.4% in this period and became the second bank in this field in Turkey. Halkbank became the sector leader in terms of customer satisfaction in loans with a score of89, which is 6.5% above the sector average.
-Offering low-cost and low-interest loans to its customers, Halkbankranked 1stin customer satisfaction in terms of earnings and costs, again surpassing the Turkish sector average.
-According to the 2020 commercial credit cards research, Parafsatisfaction rate is inthe 2nd placewith 83%,which is above the sector average.

NPS(Net Promoter Score):

-Halkbank achieved a significantly higher satisfaction score than the sector average of 43, with anNPS score of 60.
-ParafCard is the sector leaderwith an NPS of 51. (Sector average 32)
-Halkbank ranks 2nd in NPS in SME segment.

Apx1-Presentation-Digital Banking Solutions of Halkbank
With its digital solutions, Halkbank enables its customers to perform banking transactions anytime, anywhere, and facilitates transactions with technological innovations. A summary of Halkbank's digital banking services can be found in this document.

Apx2-Video-Halkbank Introductory Film
Halkbank's history and introductory film
https://youtu.be/hB43R3-Sv2g

Apx3-Video-Halkbank Testimonials
https://youtu.be/wyFMDTypwJg
In the video, in which the customers’ experiences and opinions about Halkbank are conveyed, the opinions of President of the TOBB (The Union of Chambers and Commodity Exchange of Turkey) - Rıfat Hisarcıklıoğlu and President of TESK (Turkey Tradesman and Artisans Confederation) - Bendevi Palandöken are also included.

Apx4-Document- Halkbank 2020 Results& Accomplishments
All of Halkbank's financial and operational results in 2020 are compiled and presented to the attention of our dear jury members in this file.

Apx5-Document-Halkbank Company Profile
It is the document in which a general summary of Halkbank's achievements in 2020 and the company profile, history, vision, mission and strategy are introduced.

Apx6-Document-Halkbank Highlights in 2020
In this file, you can access all the activities and results of Halkbank in 2020, divided into segments.