August 20208At Yapi Kredi we are transforming our service model and working to enhance customer experience by investing in digital transformation and operational excellence Digitalization journey of Yapi Kredi can be identified in three pillars.Digitalization of Operations: This is where we use new technologies to relieve workforce of low value activities. Branch Back Office is the most appropriate area to take advantages of new technologies. First example is "Self Learning Data Computing Tools". We pertinaciously aspired to decrease transaction time by eliminating one station from process flow for all cases and another station for majority of cases by automating data capture/transfer.Client instructions that are sent to Bank are scanned by the system and the content of the instruction is captured. If it contains a word like transfer or sent, it is assumed to be a money transfer and directed to the related operator. If we would not use this technology, an operator would read the instruction and transfer it to the related operator manually. Also, transaction details such as receiver and amount are captured from the instruction and all of them are infilled by the system at the relevant transaction screen. In this case, the operator only approves the transactions just before the execution. By "Self Learning Data Computing Tools", cycle times dropped away by 50 percent. It provides us to:· complete approximately 4, 8 Mio TRX per year without any human intervention;· have higher customer satisfaction due to lower cycle times and lower operational risk related with the operational mistakes, due to less manual operation.Another new technology that we utilize, and is one of the most challenging tasks, is Signature Verification. To verify the signature on instruction, we have verification processes like customer call for confirmation, but this leaves all the effort to the operator and her/his experience, while also being a very time consuming activity. We are working on a tool to facilitate signature verification process.All the customer signatures are already scanned digitally in our system. Using these scanned signatures as a reference, our system compares the signatures that are on the instructions with the digitally stored ones. This enables us to support our operator by a tool in deciding whether the signature belongs to the related customer . Our aim is to have signature verification with 80 percent accuracy ratio. Digitalization of Branches: Despite the fact that number of digital customers and transactions are significantly increasing, customers visiting branch are not decreasing considerably. Financial transactions are raised from 8.8 Mio to 22 Mio, whereas financial transactions executed in the branches declined only 4.4 Mio from 5.8 Mio during the last 3 years. That is why we should continue to invest digitalization of branches. Deep dive into branch processes shows that the most time-consuming phase is providing customer signatures on agreements during the new sales and customer onboarding. With the new legal arrangement, banks are allowed to get customer approvals By Korkut Okay, Head of Branch Operations Management, Yapi Kredi [BST: YKBNK]Digital Evolution on Operational Banking ActivitiesIn My Opinion
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