One of the largest banks in Turkey in terms of customer numbers, VakıfBank aims at leveraging savings to grow country’s economy with modern banking practices. The bank is focused on growing relationships through fast and local decision making that is focused on customers instead of individual products. By deploying a tablet application to support its mobile sales force, the bank has grown market share, gone completely paperless and increased the speed of processes, such as loans by 8 times.
The bank is focusing on getting closer to its customers by adopting and implementing initiatives such as doorstep banking to bring services to people’s homes and places of work. Doorstep banking has emerged as an alternative to traditional approaches to maintain relationships with its customers. Its Direct Sales Team (DSA) is an important piece of this puzzle and used to rely on paperwork and manual data entry while lacking access to customer information or upselling and cross-selling opportunities. By implementing a proactive approach, the bank has processed over 600,000 new applications for different products, a customer segment that might otherwise be left to the competition.
“We are now able to monitor, manage and support our sales agents and portfolio managers visiting our clients more effectively. Our Agents aren’t waiting for local customers to come to the branch occasionally. They’re going after these customers where they work and increase the customer engagement.“ said Mehmet Serhat Keskin, CRM Manager at VakıfBank. “We wanted to ensure transactions could be made without the need of visiting the branch. Now, Direct Sales Team can deliver enhanced banking services across the country in line with our vision. “We’re here-Where you need us to be.”
Once the direct sales agent’s appointment is set, the agent pays a visit to the customer. Following the necessary security checks, the customer can do many banking transactions such as personal loan application just with a digital confirmation. Direct sales agent provides the convenience of carrying out %90 of banking transactions at the customer’s doorstep quickly and efficiently thanks to the tablet application while the customer enjoys hassle-free banking experience.
The DSA application makes it is possible to assign location-based assignments to the field sales teams and to enable the field sales personnel to move to the assigned locations and check the assigned tasks effectively through the application check-in. Customer visits made by sales staff can now be managed more efficiently resulting in performance gains and improved employee satisfaction.