The proportion of comparable transactions
conducted through the Instant Banking channels
reached 80.5% in 2013.
İşbank and its Activities in 2013
Alternative Distribution Channels
Working with the vision of “Being Turkey’s best multi-
channel bank” in alternative distribution channels, İşbank
offers its all applications in this area under the brand of
Instant Banking.
İşbank’s vision in alternative distribution channels is “ Being
Turkey’s best multichannel bank”. İşbank structured all its
applications in this area under the brand of Instant Banking.
The proportion of comparable transactions performed through
the Instant Banking channels reached 80.5% in 2013, topping
the world’s benchmark interval of 75-80%.
In 2013, the number of customers using İşbank’s Bankamatiks
(ATMs) climbing to about 8 million and the number of Internet
Branch users reached 2.1 million. The number of İşbank
customers using the Mobile Banking channels (İşCep, İşPad and
İşWap) surpassed 727 thousand, marking an increase of 129%
year-on-year.
The innovative practices, product promotions and
communication efforts performed through alternative
distribution channels continued to receive awards both in
Turkey and abroad in 2013. In this period, İşbank was awarded
with:
-- The Golden Stevie award under “Best New Product of the
Year” in recognition of the Bank’s “Cash Withdrawal from
Bankamatik via İşCep QR Code” application in the Stevie
Awards, one of the most prestigious awards of international
business world,
-- The Red award in the Best Tablet Application category in the
“Best in Red Press Awards” in recognition of the “Renewing
your finger for the renewed İşPad” application, held for the
10
th
time by the national newspaper, Hürriyet.
Leader in the perception of “A pioneering and innovative
bank”
The Bank’s perception of being a pioneering and innovative
with regard to its customers is continued to monitor. As of the
end of 2013, İşbank was the leader in the perception of being
a “pioneering and innovative bank” as in many other areas,
according to comparative perception measurement data.
Innovations easing the customer experience
Amendments and innovations were introduced in 2013 aimed
at easing the customer experience as well as ensuring safe and
easy access to channels. In this framework, İşbank offered the
following to its customers’ service in 2013:
-- ”Chat Banking” service “ (Canlı Yardım) on its corporate
website
enabling customers to obtain
information about the Bank’s products and services and
the Instant Banking channels by chatting with customer
representatives online through this service,
-- Options for entry with ID numbers and Bankamatik/credit
cards, in view of the needs of Personal Internet Banking
Branch users,
-- Rapid and safe login to the Personal and Commercial Internet
Branch through Intel Identity Protection Technology (Intel
IPT) without need for typing One Time Password,
-- Logining to İşCep through the Mobile Approval.
Bankamatik
Bankamatik network is the most prevalent Instant Banking
channel across Turkey with the highest number of users.
Bankamatik has an important role in retail customers’
preferences. İşbank maintained the title of offering Turkey’s
most widespread Bankamatik network in 2013 as well. The total
number of Bankamatiks reached 5,678 in Turkey and abroad,
with 826 newly opened Bankamatiks in 2013.
İşbank provided its customers the opportunity to withdraw cash
from Bankamatiks whenever they wanted by entering İşCep
and using a QR code, even without carrying any cards on them.
In line with the targets of reducing operational expenses and
increasing customer satisfaction, the rate of devices possessing
cash recycling in the Bankamatik network reached to rate of
32%.
Services also started to be provided through the Bankamatik
channel, at London, Batumi and Prishtina branches in 2013.
Activities
50
İşbank
Annual Report 2013
