ING Bank Turkey wanted to improve customer service and market share. It was imperative to make banking accessible through mobile devices, the Internet, and branches. Chief Operating Officer Gorkem Koseoglu says, “We wanted to empower customers, make effective use of what we knew about them and the market, and use data and analytics to give them options so they could make their own financial decisions.”
Challenged by a lack of transparency into service levels and processes, the bank sought to streamline processes, offshore operations, and increase service and sales. They also were focused on differentiating distribution with new third-party channels.
To accomplish their goals, the bank started looking for a business process management (BPM) solution to streamline and digitalize processes. They started with a pilot of TIBCO ActiveMatrix BPM, which led to a great engagement and a global agreement for all TIBCO products. Learn how TIBCO helped boost ING Bank Turkey’s net promoter score by 17 points, taking them from sixth in the market to first.