VakıfBank - Doorstep Banking

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 customer engagement. 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, said Mehmet Serhat Keskin, CRM Manager at VakıfBank.

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. 

Dawn of a New Delivery Channel

When making technology investment decisions, VakıfBank relies on the strategic goal of ensuring IT infrastructure supports its marketing efforts. To ensure that, it decided to start providing direct sales team employees with tablet computers that would enable them to sell products and give them with a single view of the customer while also providing the ability to monitor employee performance.

After researching the market situation, VakıfBank found that VeriPark had already worked on similar projects and its approach to channel management in multichannel banking solutions was a key selling point.

We were excited by a client looking at a new delivery channel for banking services and were happy to work on the project. We see this as the dawn and coming of new delivery channels, such as doorstep banking and we are well positioned to provide the software and technology to support it, said Ozkan Erener, CEO, VeriPark.

VeriPark and VakıfBank worked together to develop an iPad application for the Direct Sales Team. The application provides 360-degree view of the customer as well as a large number of banking features and products. The team also focused on creating an offline mode that makes it possible to save banking applications locally and then synchronize them to banking systems later. The application also offers a task management system for direct sales agents and location tracking to improve performance monitoring.