TIBCO Software Case Studies ING Bank Turkey Increases Sales, Customers, and Market Share with TIBCO

	ING Bank Turkey Increases Sales, Customers, and Market Share with TIBCO TIBCO Software

ING Bank Turkey Increases Sales, Customers, and Market Share with TIBCO

TIBCO Software

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Process Control & Optimization Remote Collaboration
Services	System Integration Software Design & Engineering Services
Challenge	ING Bank Turkey aimed to enhance customer service and market share by making banking accessible through mobile devices, the Internet, or branches. The bank faced challenges such as lack of transparency in service levels, inefficient processes, and user-unfriendly systems for both customers and employees. They needed to streamline processes, decentralize operations, and increase service and sales while differentiating their distribution with new third-party channels. Read More
About Customer	ING Bank Turkey is a prominent financial institution in Turkey, part of the global ING Group. The bank is committed to providing innovative banking solutions to its customers, leveraging technology to enhance customer experience and operational efficiency. With a focus on digital transformation, ING Bank Turkey aims to make banking accessible and convenient through various channels, including mobile devices, the Internet, and physical branches. The bank's strategic initiatives are driven by a desire to empower customers, utilize data and analytics for informed decision-making, and differentiate itself in a competitive market. Read More
Solution	ING Bank Turkey sought a business process management (BPM) solution to streamline and digitalize its processes. They opted for TIBCO ActiveMatrix BPM, starting with a pilot project that led to a broader engagement. The bank now runs nine processes on ActiveMatrix BPM, modernizing workflow processes and sales activities across multiple locations and distribution channels. The integration of diverse systems is managed efficiently with TIBCO's advanced monitoring capabilities. This solution enabled the bank to apply new products or process changes across all channels, allowing customers to perform banking activities, such as loan applications and payments, through mobile applications without the need for documentation or signatures. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Process Control & Optimization

Remote Collaboration

Services

System Integration

Software Design & Engineering Services

Challenge

ING Bank Turkey aimed to enhance customer service and market share by making banking accessible through mobile devices, the Internet, or branches. The bank faced challenges such as lack of transparency in service levels, inefficient processes, and user-unfriendly systems for both customers and employees. They needed to streamline processes, decentralize operations, and increase service and sales while differentiating their distribution with new third-party channels.

About Customer

ING Bank Turkey is a prominent financial institution in Turkey, part of the global ING Group. The bank is committed to providing innovative banking solutions to its customers, leveraging technology to enhance customer experience and operational efficiency. With a focus on digital transformation, ING Bank Turkey aims to make banking accessible and convenient through various channels, including mobile devices, the Internet, and physical branches. The bank's strategic initiatives are driven by a desire to empower customers, utilize data and analytics for informed decision-making, and differentiate itself in a competitive market.

Solution

ING Bank Turkey sought a business process management (BPM) solution to streamline and digitalize its processes. They opted for TIBCO ActiveMatrix BPM, starting with a pilot project that led to a broader engagement. The bank now runs nine processes on ActiveMatrix BPM, modernizing workflow processes and sales activities across multiple locations and distribution channels. The integration of diverse systems is managed efficiently with TIBCO's advanced monitoring capabilities. This solution enabled the bank to apply new products or process changes across all channels, allowing customers to perform banking activities, such as loan applications and payments, through mobile applications without the need for documentation or signatures.

Impact #1	Improved customer experience with the ability to perform banking activities through mobile applications, differentiating ING Bank Turkey from other banks.
Impact #2	Significantly reduced cycle times for loan applications, with consumer loans now taking close to five minutes from application to disbursement.
Impact #3	Expanded distribution channels, with about two-thirds of consumer loans coming from non-branch channels, including partnerships with grocery stores, electronic shops, post offices, and airlines.

Impact #1

Improved customer experience with the ability to perform banking activities through mobile applications, differentiating ING Bank Turkey from other banks.

Impact #2

Significantly reduced cycle times for loan applications, with consumer loans now taking close to five minutes from application to disbursement.

Impact #3

Expanded distribution channels, with about two-thirds of consumer loans coming from non-branch channels, including partnerships with grocery stores, electronic shops, post offices, and airlines.

Benefit #1	Net promoter score improved by 17 points within three years.
Benefit #2	Consumer loan cycle time reduced from 30 minutes to close to five minutes.
Benefit #3	Distraint order process time reduced by 60%, from 29 minutes to 14 minutes.

Benefit #1

Net promoter score improved by 17 points within three years.

Benefit #2

Consumer loan cycle time reduced from 30 minutes to close to five minutes.

Benefit #3

Distraint order process time reduced by 60%, from 29 minutes to 14 minutes.

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Overview

ING Bank Turkey Increases Sales, Customers, and Market Share with TIBCO

Operational Impact

Quantitative Benefit