Garanti BBVA conducts month-to-month usability surveys to higher observe its customers’ wants and devise options for issues related to current features
Author: Mahmut Akten, Executive Vice President of Retail Banking, Garanti BBVA
July 23, 2020
Founded in 1946, Garanti BBVA is Turkey’s second-largest personal financial institution, with consolidated belongings of roughly TRY 456bn ($67.6bn) as of March 31, 2020. We are an built-in monetary companies group that operates throughout each section of the banking sector. Throughout our many many years of service, we’ve witnessed quite a few modifications inside the monetary companies business; even so, the final decade has delivered innovation at an unprecedented scale and tempo. We are dedicated to taking part in a number one function inside this transformation.
We presently ship a variety of economic companies to greater than 18 million clients through our 18,000-plus members of employees and our distribution community of 904 home branches, seven overseas branches in Cyprus and one in Malta. We even have two worldwide consultant workplaces in Düsseldorf and Shanghai. As shopper calls for shift, we consider that an omnichannel method is the easiest way to present a seamless expertise for our clients, whether or not it’s by way of our 5,260 ATMs, our award-winning name centre or our on-line and digital banking platforms. Wherever our clients want us, that’s the place we’ll be.
Moving with the instances
In phrases of retail banking, Garanti BBVA rolled out its inexperienced mortgage in 2017 to promote the event of environment friendly and environmentally pleasant buildings – to date, we’ve supplied a complete TRY 379m ($56.2m) in financing. Garanti BBVA additionally took an essential step in 2019 to handle its direct affect on local weather change and began engaged on its Scope 1 and Scope 2 emissions targets.
Garanti BBVA is right here to keep and develop with its clients, even on the toughest of days
In mild of those developments, the financial institution signed a contract firstly of 2020 with utility corporations throughout Turkey to buy 100 % renewable power for its buildings and branches which have the suitable infrastructure. Garanti BBVA will proceed to help its stakeholders in local weather change transition, encouraging clients to change into conscious of their affect on the planet and serving to them to adapt their behaviours, together with using public transportation, electrical or hybrid automobiles and different inexperienced merchandise. The financial institution will preserve its key function as an advisor to its clients, supporting them of their endeavours inside the sustainable house, comparable to contributing to the round economic system, sustainable funding funds and sustainable innovation.
As rising applied sciences and the altering world quickly remodel buyer expectations, the banking sector is being requested to continually renew itself. Looking forward to the subsequent decade, we anticipate technological revolutions will proceed at an rising tempo, with knowledge analytics, machine studying, synthetic intelligence (AI) and automation applied sciences set to achieve additional significance. That is why it’s key to set up an expertise that’s each empathetic and instantaneous.
To this conclusion, we make it our aim to adapt to evolving market circumstances in a swift and agile method, making new collaborations that create pioneering enterprise fashions and channels whereas sustaining our human-centric method. As know-how, innovation and new alternatives proceed to make our clients’ lives simpler, a very powerful guarantors of our success shall be our workers, who allow us to set up long-term, deep and emotional bonds with our clients.
Garanti BBVA conducts month-to-month usability surveys to higher observe its customers’ wants and devise options for issues related to current features. Additionally, these surveys make sure the person expertise is the point of interest once we launch any new product. A latest instance was the enhancements we made to our private mortgage service, which supplies clients with the loans they want for procuring on digital platforms. Our clients can apply and use the loans for his or her on-line procuring bills as a substitute fee methodology in e-commerce transactions.
We have additionally renewed our public dashboard and carried out new options in our app, Garanti BBVA Mobile. We analysed the shopper journey and performed quite a lot of usability analysis initiatives inside this. Now, the dashboard is simpler to use, actions are extra seen and the end-to-end digital expertise is enhanced. With our digital onboarding challenge, we streamlined the method of changing into a buyer by digitalising our buyer acquisition course of.
Garanti BBVA will proceed to develop new devices, channels and processes in step with this aim, utilising massive knowledge, AI and Internet-of-Things-orientated advertising and marketing actions, in addition to delivering tailor-made options for our clients’ on-site wants.
Guiding the market
With its efficient supply channels and profitable relationship banking, Garanti BBVA’s market share in retail lending elevated additional amongst personal banks in 2019. Preserving its main place in retail merchandise, the financial institution continues to reply successfully to its clients’ wants with branches unfold throughout all cities in Turkey. What’s extra, Garanti BBVA at all times approaches its clients in a clear, clear and accountable method, bettering buyer expertise repeatedly by providing services which are tailor-made to their wants.
In 2020, asset progress is anticipated to be round 10 % and stays loan-driven. Turkish lira mortgage progress is predicted to fall someplace between 15 and 18 %, in keeping with the rebalancing of the economic system. While progress is predicted to be current throughout the board for all loans, Turkish lira funding loans will possible paved the way. On the retail banking entrance, Garanti BBVA will maintain specializing in buyer satisfaction and loyalty by deepening buyer relationships, all whereas increasing its buyer base.
We proceed to ship an revolutionary expertise to all of our retail clients, together with the 1.2 million new clients who joined final yr. As of December 2019, 524,000 individuals had change into householders by way of Garanti BBVA, and our share of the mortgage market was 10.6 %. Meanwhile, our share of the patron mortgage market was measured at 13.1 % – placing us first when it comes to shopper loans amongst our personal banking friends – and our shopper deposit market share reached 10.5 %.
At Garanti BBVA, we consider the necessities of retail banking clients will deepen with each passing yr, and the customisation of companies and merchandise geared toward these wants will change into much more essential. In 2020, the financial institution’s predominant focus shall be to ship merchandise which are match for function by way of the correct channels and on the proper time, thus bettering clients’ experiences.
Adapting to the brand new regular
At the start of March, because the COVID-19 pandemic took maintain, the world got here to a grinding halt. For us at Garanti BBVA, the protection of our workers and the satisfaction of our purchasers have at all times been – and at all times shall be – paramount. As such, we instantly tailored to the state of affairs at hand and began a number of initiatives to guarantee our objectives would proceed to be met.
The COVID-19 pandemic has proven us the plain significance of digital companies
Garanti BBVA was one of many first Turkish corporations to organise efforts to struggle this disaster. The financial institution donated TRY 10m ($1.5m) to college hospitals for the acquisition of medical units and supplies. Further, we delivered 500 ventilators – price roughly TRY 30m ($4.4m) – as a part of BBVA’s world marketing campaign to assist the international locations it serves by offering medical tools and supplies to deal with COVID-19 sufferers.
Within days, we moved our buyer help centre off-site and supplied a collection of merchandise, companies and modifications that may guarantee all of our clients and workers felt protected and brought care of. As of March 31, 2020, 90 % of the employees at our headquarters (roughly 7,000 to 8,000 workers) had began working from residence, and solely 30 % of the whole financial institution continued working within the workplace.
While all name centre workers have been despatched residence, we’ve ensured distant employees proceed to obtain common updates throughout this robust interval. As one of the best retail financial institution in Turkey, we perceive that it’s our duty to be on the forefront of the battle in opposition to COVID-19 and give you new options and applied sciences that can make all of our stakeholders proud. And as soon as the pandemic passes, we’re prepared to adapt our workplaces so workers can return safely when acceptable. We have proven throughout these troubled instances that Garanti BBVA is right here to keep and develop with its clients, even on the toughest of days.
All in all, the COVID-19 pandemic has proven us the plain significance of digital companies. In this vein, Garanti BBVA has emphasised the significance of investing in digital channels and technological methods – it’s one thing that we’ve been dedicated to for greater than 25 years. In the months to come, Garanti BBVA will proceed to give attention to digital transformation and distant companies, figuring out probably the most appropriate instruments for workers and clients to adapt seamlessly to the ‘new regular’.