Company: Ziraat Bank, İstanbul, Turkiye
Company Description: Zİraat Bank is Turkiye's biggest bank with nearly 25.000 employees.
Nomination Category: Solutions & Implementations Categories
Nomination Sub Category: CRM Suite - Implementation
 Nomination Title: TRANSACTION REQUEST INITIATION BY E-MAIL and MOBILE APPROVAL PROJECT
- State the the date on which the nominated solution was first available:
12.11.2024
- Describe the features, functions, and benefits of the nominated CRM Suite (up to 350 words):
Total 335 words used.
Portfolio representatives can initiate work requests identified/determined during a customer visit via e-mail. The e-mail sent is automatically converted into a transaction request by the system. The first 250 characters of the text written in the body of the e-mail appear in the description field of the transaction request. Documents in the main document format can be in tif, tiff, pdf, jpeg, jpg, png, docx and doc formats. When an excel file is attached with the main document, the request is created as a transaction request with Excel File. All documents attached to the mail are automatically added to the request created in the main banking application, Anahtar and it is also ensured that the instruction images in the body of the mail and above a certain size are also added to the request. The excel files attached to the e-mail are created with an excel-filed work type for the correct management of the requests and this excel file is added to the additional document field separately from other documents. In this way, it is ensured that excel transactions can be made in the Operations Center. Work requests can be integrated into ZFG Mobile and Anahtar systems and the status of the requests can be tracked instantly. Portfolio representatives and relevant units can take necessary actions on work requests. A notification e-mail is sent to portfolio representatives regarding successful/failed work requests. The portfolio represantative and the center employee can discuss the problems by correspondence regarding the request. When the work request is approved via ZFG Mobile, the receipt related to the transaction can be displayed and a receipt can be sent to the customer at the time of the transaction.Portfolio representatives can create requests via their mobile devices. In this way, portfolio representatives can access the system anytime and anywhere. The status of the requests can be monitored and action can be taken from the Transaction Request Monitoring and Transaction Request Approval menus in the Transaction Request menu added to the ZFG mobile application.
- Outline the need or problem that was identified, why the solution was chosen, how the solution was implemented, and the results of your implementation to date (up to 350 words):
Total 262 words used.
Fast and Accurate Response (Action): To ensure that customer requests are processed quickly and accurately. Increased Productivity: Accelerating the operational process by enabling portfolio representatives to initiate work requests via e-mail during customer visits. No dependence on being present in the office.Integrated Tracking System: Tracking requests and taking action through ZFG Mobile and Anahtar system. Increasing Service Quality: Providing better quality and faster service to customers and increasing customer satisfaction.
Project Results and Achievements:
Fast Customer Response: Transaction requests made via e-mail were processed faster than other processes.
Increased Efficiency in Transaction Processes: Time losses were largely eliminated. The rapid sending and processing of requests enabled portfolio representatives to deal with more customers.
Increase in Customer Satisfaction: Fast and accurate responses led to increased customer satisfaction.
Fewer Errors and Higher Accuracy: The automated transaction request creation system minimized user errors and increased the accuracy of requests.
Operational Cost Reduction: The digitalization of manual processes led to a reduction in operational costs. In the current situation, transaction requests from our branches were sent by portfolio representatives in 105 seconds, while the work developed reduced the time taken to send transaction requests to 5 seconds. This resulted in a saving of 6 man/day. In addition, significant savings were also achieved in the follow-up time of the portfolio representative after sending the transaction request. In terms of the time required for customer notification and receipt sharing after the transaction request is sent, 53.6 man/days were saved.
Since the launch of the project, a total of 55,600 transactions have been sent and completed.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 185 words used.
The “Transaction Request Initiation via E-Mail Project” provided an innovative and efficient solution that enables fast and effective management of customer requests. Thanks to this project, the Bank continues to provide higher quality customer services and increases its operational efficiency. The project not only improved existing processes, but also increased customer satisfaction and enhanced the Bank's competitiveness in the long run.
The result: Happier customers, faster processes and a more efficient business model.
The digitalization of manual processes led to a reduction in operational costs. In the current situation, transaction requests from our branches were sent by portfolio representatives in 105 seconds, while the work developed reduced the time taken to send transaction requests to 5 seconds. This resulted in a saving of 6 man/day. In addition, significant savings were also achieved in the follow-up time of the portfolio representative after sending the transaction request. In terms of the time required for customer notification and receipt sharing after the transaction request is sent, 53.6 man/days were saved.
Since the launch of the project, a total of 55,600 transactions have been sent and completed.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated implementation, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
In the “Transaction Request Initiation by E-Mail” project, which was developed to respond quickly to customer requests and to increase the quality of services offered by ensuring effective portfolio management, an automatic transaction request is created for Instructed Transactions (Money Transfer / Invoice Collection / Tax Collection / Credit Card Payment) based on the transaction type written in the e-mail subject when portfolio representatives send an e-mail. In this way, portfolio representatives can automatically create/initiate work requests via an e-mail while visiting the customer and track the process both thorough on ZFG Mobile (mobile application) and Anahtar (main banking application) taking the necessary actions (approval/rejection/return).
Thanks to this system, instructions transmitted to the operations center via e-mail during customer visits are carried out quickly and customer requests are answered instantly. At the same time, receipts related to the transaction can be sent to the customer both through the application and via e-mail.
In today's competitive business environment, being able to provide fast, seamless and on-the-spot solutions to customers is not only an advantage but also a necessity for organizations. In this project, business processes were reshaped by combining the power of digitalization and customer-oriented approach. This innovative solution we have developed goes beyond the traditional functioning of the sector and offers a system that can respond to customer needs in real time. This approach builds a bridge between the customer and the bank, strengthening the relationship of trust and increasing customer satisfaction.
This work is exemplary not only for our bank but also for the sector as a whole. It stands out as a solution that directly responds to the needs of the modern business world with shorter transaction times, lower operational costs and higher customer satisfaction and loyalty.
The digitalization of manual processes led to a reduction in operational costs. In the current situation, transaction requests from our branches were sent by portfolio representatives in 105 seconds, while the work developed reduced the time taken to send transaction requests to 5 seconds. This resulted in a saving of 6 man/day. In addition, significant savings were also achieved in the follow-up time of the portfolio representative after sending the transaction request. In terms of the time required for customer notification and receipt sharing after the transaction request is sent, 53.6 man/days were saved.
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