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BANKING

Uniformity across Direct Banking channels gives a boost to Odeabank

Uniformity across Direct Banking channels gives a boost to Odeabank

Now, Direct Banking channels account for 83% of all transactions of the Turkish bank

January 6, 2017: Having entered the Turkish banking industry at the end of 2012, Odeabank maintained steady growth and continued to solidify strong achievements. It capitalised on its competitive strength to rank 8th among private deposit banks and 9th in total assets in Turkey. It owes this rapid growth to customer-oriented and an innovative approach to banking.

‘Unique’ refers to an experience that differentiates from banking standards, prioritising customer needs and satisfaction while evolving with customer demands and feedbacks. Odeabank’s unique customer journey unifies customer experience in all Direct Banking channels (Internet, Mobile, ATM, IVR).

Odeabank believes that even if users are using different channels, they are making the same transactions after all. If banks offer the same experience in all channels, it would simplify the process for users.

Odeabank provides the same User Interface (UI) & design (Telephone Dialpad Style Menu), same User Experience (UX), same navigation style and menu (Just press 2-4 for Card Payments in all channels) and same transaction flows across all channels (ATM, Internet, Contact Center, Mobile).

Even though Direct Banking channels of Odeabank — ATM, Internet, Mobile, Telephone Banking and Kiosk — are formed with different letters and meanings, this project re-created them from ground zero to bring about uniformity and tap the trend of customers using the latest technology to carry out banking. As a result, 83% of all transactions are being carried out through Direct Banking channels.

Going forward, Odeabank believes that mobile will be the most used channel of all in the short term. The number of active mobile banking users have doubled as compared to the number of active internet banking users in less than two years. Hence, it has put mobile banking at the centre of the process of the project.


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