COUNTRY FOCUS : TURKEY
2.5 million daily active users . Use of the huge data size and complexity of the Big Data of all digital interactions of our customers is a serious challenge . There are technical and regulatory dependencies for collecting and processing this data .
H . Mete Güneş , Isbank ’ s Digital Banking
Division Head
The technology behind the Dataroid platform met the requirements of the data analytics platform that Isbank required . The technology enabled us to collect and handle Big Data , to gain meaningful insight about the customer journeys and mitigate any inconveniences for the customer .
As Turkey ’ s largest private bank , how important is understanding your customers ?
Isbank has always been a pioneer in shaping customer experience by adopting new technologies . Our main priority is to convey the best customer experience and enhance the customer journey with advanced technologies .
By understanding its customers , Isbank is not only in a better position to cater to their needs and expectations , but is also able to proactively anticipate their future requirements and behaviours . The process of understanding customers begins with active listening and remaining aware of what customers wish to convey when interacting with Isbank . The better Isbank is able to get a grip on customer needs and expectations , the higher probability of gaining their loyalty and receiving word-of-mouth recommendation .
Therefore , Isbank decided to invest in a data analytics and action platform so that it can create seamless customer journeys through its touchpoints .
What business challenges were you looking to address ahead of working with Commencis ?
Isbank is one of the largest financial institutions in Turkey , its mobile applications have more than
Isbank needed to build the ability to generate , aggregate and analyse the data and take relevant real-time actions based on data . Working with Commencis resulted by developing analytics to understand customer behaviours across multiple digital channels and various touchpoints ; analysing full customer journeys within the digital channels and providing a seamless customer journey experience ; real-time customer segmentation and offering a personalised experience for each customer .
How has the customer experience been transformed since using Commencis ’ Dataroid platform ?
We ’ ve improved the customer experience with the adoption of the Analytics and Action Platform through various skills :
• Analysing customer journeys
• Examining errors taken in digital channels and taking relevant actions
• Creating real-time contextual message scenarios
• Producing solutions with instant actions
As a result of analysing customer journeys , Isbank discovers current conversion rates and current dropoff rates for critical customer journeys . Every stage in the journey is analysed and relevant actions are taken to the drop-off before they make it to the next step .
The ability to take action after errors created a chance to offer a hand to customers who faced an obstacle using the digital channels . Customers are guided to take the right step to finish their job .
For example , if critical customer information is missed which leads to failure at the stage of loan application , Dataroid offers the customer the chance to update critical information and to continue the loan application journey .
By creating real-time contextual message scenarios , Isbank is able to deliver instant and personalised customer experiences by creating in-app messages based on real-time behaviour through digital platforms .
We can track 10 million digital channel users ’ information . Over 200 million sessions are monitored and more than 10 billion actions of users are recorded . Over 100 different contextual in-app messages are
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