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Isbank Optimizes Over 500 Processes Gaining Over 30% Efficiency Across the Enterprise

The Business Issue

Işbank is Turkey's first national bank and largest private bank serving over 14 million customers, and is one of the world's top financial institutions. To sustain their competitive edge Işbank instilled an enterprise transformation program to improve over 500 operational processes across 1,300 branches; while increasing work efficiency in excess of thirty percent.

The Solution

Işbank used the Pega Platform for their enterprise transformation program called OPEX. With Pega, Işbank eliminated manual work and paper based processes to grow their bottom line. Leveraging Pega's Dynamic Case Management Işbank executes more than 13 million transactions per year and has improved efficiency for most processes between 30% and 50%. Işbank also streamlined development productivity by 60% using Pega's Build for Change® technology, empowering them to build 14 strategic applications in as little as two years.

The Results

  • Increased process efficiency between 30 and 50% to over five hundred processes
  • Streamline over 13 Million transactions per year supporting over 1,300 branches
  • Increase development productivity by 60%
  • Consolidate over 40 legacy systems


[Narrator] Isbank, Turkey's first national bank and largest private bank, serves over 14 million customers, and is one of the world's top financial institutions.

Our aim is to be the most preferred bank in Turkey. In this new world of technologically empowered customers, the key to success is customer experience.

In the old days, we had different technology for rules, different technology for the process engine, and we had to keep them in sync.

We wanted to do more things in a less timeframe. Well, we couldn't do it. We used to have approximately 40 different systems and it took a lot of time to do simple things.

To be a digital bank, it is not enough to digitalize only the interaction points with your customers. It's also important to digitalize all your processes.

OPEX program is the operational excellence program. In the program, we aim to improve 500 operational processes by at least 30% in terms of efficiency,

[Narrator] Isbank centralized their processes and streamlined their work across more than 1,300 branches using the Pega platform.

The operation excellence is to serve quick and error-free to our clients. The duration of the operations has shortened. For example, a money transfer was executed in five minutes, and now it's operated in two minutes.

What Pega allows us is to build something and then reuse it and even extend it in different contexts, and that's what makes Pega unique, the model-based inheritance that allow change in different contexts.

With Pega, it is easy. You can create a mockup and you can discuss issues and the design parameters with the developers, the business side, and the analyst side. So you have a common ground where you can visualize what you are thinking.

We have been able to undertake an enterprise-wide transformation program. Projects span from retail loans to commercial loans, from money transfers to foreign trade, foreign check clearing, all these process have been implemented on Pega platform.

[Ali] We use Pega to execute 13 million cases a year. So volume is huge in Pega.

[Darco] With Pega development, it's already 60% less than what it used to be.

We reduced risk, we eliminated workloads, we eliminated paper, we increased managing the processes more effectively. Most of the processes, we improved more than 30%. For letter of granted, we reduced net processing time by 50%.

We are using less resources to build projects. We have built 14 new applications in the last two years. That's a great improvement for us.

Within the last five years, we doubled our balance sheets without employing more people. We still keep our headcount the same, but we are able to outgrow our balance sheet threefolds.

[Narrator] Isbank is using Pega to centralize their operations to increase efficiency, visibility, and productivity and in turn, deliver exceptional customer satisfaction. Our world is constantly changing. Only Pega lets you build for change.


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