Programmable Telecoms in the Finance Industry Utku Yavuz, Senior Collaboration Services Engineer at Garanti Teknoloji (part of Garanti Bank) Introducing Garanti Bank and Garanti Teknoloji, examples of our role in the Turkish finance sector Why TADHack gets it right for enterprises to learn, share, code and create with programmable telecoms Case study on real world enterprise challenges and TADHack results

1. Programmable Telecoms in Finance
Industry
Utku Yavuz
Collaboration Services Specialist
Garanti Technology

2. Agenda
❖ Turkish Finance Industry and Garanti Bank
❖ Customer Satisfaction
❖ Programmable Telecoms Role in Customer Satisfaction
❖ TADs Effect on Enterprises for Implementing
Programmable Telecoms
❖ Case Study - Translator Bot
❖ Q&A

3. Turkish Finance Industry
~80 million
~40 million < age 30
52 Financial Institutes
45 million Internet banking users
50% Internet Penetration
97% Mobile Subscription

4. ❖ Send/Receive money via social media (Facebook).
❖ Biometric authentication in ATMs.
❖ QR-Code authentication in ATMs.
❖ Send/ask for money to/from phone numbers.
❖ Fingerprint/Eye-verify log-in to mobile apps.
❖ Contactless payment.
❖ Payment via mobile phone.
❖ Voice activated transactions.
❖ Chat based financial assistant.
❖ Branch appointment via mobile application.
❖ Video-based credit applications.

5. Garanti Bank
❖ 2nd largest private bank by asset size
❖ 14.6 million customers
❖ 963 branches
❖ 4.757 ATMs
❖ 70 million customer interactions via contact center
❖ 4.1 million active mobile banking users

6. Customer Satisfaction
Customers feeling non
appreciated by the companies
58%
Customers who rather clean a
toilet to contact customer service
38%
Customers who stopped doing
business due to poor support
49%

7. Programmable Telecoms for Customer Satisfaction
❖ Trust
❖ Ease of access
❖ Listening customers more
❖ Making customer a part of the process

8. Garanti Examples
Remote Expert Remote Relationship
ManagerFull Support
Garanti Bot
Chatbot for
Employees
Digital HR

9. TADs Effect on Enterprises
❖ Bureaucratic barriers
❖ Not being familiar with technology vendors
❖ Being afraid of changing the old technologies
❖ Lack of employee know-how
❖ Being able to demonstrate enterprise management what
can be achieved using programmable telecoms
❖ Meeting with new technology vendors
❖ Having an experience on new technologies and chance
to see how easy it is to implement
❖ Employees gain know-how

10. Case Study - Translator Bot
Merhaba
Hola
Bună ziua

11. Thank you for listening!