Akbank T.A.Ş. - Best New Version of a Collaboration Solution

Company: Akbank T.A.Ş. Istanbul / Turkey
Company Description: Akbank’s -founded in 1948- core business is banking activities, consisting of corporate and investment banking, commercial banking, SME banking, consumer banking, payment systems, treasury transactions,private banking,international banking services.With an extensive domestic distribution network of 716 branches staffed by more than 12 thousand employees, Akbank operates headquarters in Istanbul.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Collaboration Solution – New Version

Nomination Title: Next Gen Back Office Service Model

New Generation Back Office Service Model were carried out in the second half of 2019. The content of the model, for which IT developments were carried out in 2020, was also revised according to the pandemic needs. Business piloting started in Q1 of 2021. Currently, approximately 130 branches have switched to the new model. It is aimed to expand a total of 670 branches in 2022.

With our New Generation Back Office Service Model, 2,900 back office employees in 670 branches and millions of customers who receive service from them have been positively affected. The main purpose of this model was to improve customers' experiences and enable employees to add value to their work.

With the new model:

Order and back office transactions, which are made only in the relevant branch with limited resources and time, were carried out with an agile method and flexible resource management from a centralized structure.

By simplifying the remaining operational transactions at the branch, employees were able to spare more time for sales and value-added activities, and sustainability was supported.

With the mobile approval structure, transactions are carried out self-service and paperless.

80% of the transactions at the counter are carried out by Gişe Ekstra self-service (Gişe extra is a machine correspond to ATM that provides self service box office services).

Some of the approvals have been removed or are automated.

It has been designed end-to-end to present centralized transactions with the best experience;

With the algorithm-supported prioritization structure, hundreds of different transactions can be managed from a single pool according to their priority.

With OCR technology,

The operation types of the orders are defined by the system and automatically assigned to the relevant team.

It is ensured that the orders are entered automatically by the system and are performed after final approval.

Transactions are provided quickly and easily from a single screen;

Some of the operations that can be done are as follows: to seethe information/documents about the transaction and the customer and to make an analysis of the document. If there is a need, the order can be split.

Performance monitoring and management of both managers and team members were carried out instantly via dashboards.

In addition to being one of the first Turkish banks to adopt this model, we can say that we have obtained good data on the customer and employee side;

-90% of our customers stated that they are satisfied with this service model.
-The standard security steps taken for the transaction, increased the perception of trust in the customer.
-30k customer orders were made centrally.
-494 headcount saved.
-150 headcount resourced to sales teams.
-88 million annual paper saved by mobile transactions.
-Projected profit and loss impact in five years is 509 million TL.
-By removing the branch step, the waiting time of the transaction in the branch before the routing was eliminated, and the service times were improved.