turkcell global bilgi - aksis · 2016-09-20 · turkcell global bilgi offers its clients integrated...
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Solution: IBM Analytics Industry: Professional Services
Turkcell GlobalBilgiDriving digital transformations to helpclients cut costs, boost efficiency andimprove complianceTo help clients reap the benefits of digital content withoutsacrificing large amounts of time and resources, TurkcellGlobal Bilgi launched new document management services,supported by IBM® Datacap software, in 2015. The result:clients cut costs, boost efficiency and improve regulatorycompliance, while Turkcell Global Bilgi gains a new revenuestream.
Up to 80%
faster processing ofcustomer-relateddocuments for aretail client
Cuts
costs and effort forclients, and helpsthem ensureregulatorycompliance
3 years
for Turkcell GlobalBilgi to achieve fullreturn oninvestment for IBMsolution
Results
Business challenge
Making the move to electronic content can unlock huge efficiencies for
businesses—but many lack the time and resources for such projects. How
could Turkcell Global Bilgi help its clients go digital?
Transformation
With a new range of document management services, underpinned by IBM
Datacap solutions, Turkcell Global Bilgi is helping clients turn mountains of
paper files into rich electronic content.
Business challenge story
Helping clients go digital
Turkcell Global Bilgi’s services help clients to increase customer satisfaction
scores, sales and collections, and to reduce costs. Constantly seeking to add
greater value for its clients, Turkcell Global Bilgi recently decided to expand its
range of offerings to include document management services.
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Mr. Egemen Caglar Yediel, Sectoral Strategies & Product Development Senior
Manager, elaborates: “Many of our clients operate in information-intensive
industries, such as retail and financial services, and capture huge volumes of
customer-related content every day—most of which is unstructured and
paper-based. Companies have a lot to gain from digitizing this content,
including reducing processing times and costs, increasing information
visibility and boosting productivity.
“And perhaps even more importantly, they can ensure regulatory compliance,
reducing business risk. For example, in recent years, businesses have been
subject to increasingly strict regulations around customer data and privacy.
The new requirements impose penalties on companies who send marketing
campaigns to customers without their written permission. In such cases,
digitization makes it much easier to review customer information and verify
whether they had given permission to receive marketing messages.”
He continues: “While our clients recognize that there are great benefits to be
gained by digitizing customer-related information, many of them simply do not
have the time and money to invest in such a transformation. We recognized
that we had a valuable opportunity to help clients work more easily with
information, by handling the up-front document capture and classification
work.”
Transformation story
Launching new document capture services
To support its new range of document management services, Turkcell Global
Bilgi needed an enterprise-grade information capture solution that was
capable of processing large volumes of documents efficiently and accurately.
After evaluating a number of optical character recognition (OCR) and
intelligent character recognition (ICR) solutions, the company selected IBM
Datacap, and worked with IBM Premier Business Partner Aksis to get the
solution up-and-running quickly.
Turkcell Global Bilgi offers its clients integrated solutions built with IBM
Datacap. These include a wide variety of professional services, such as 11850
Directory Assistance Services, the Turkcell Global Bilgi Linguistic Web
Service, Turkcell Global Bilgi Professional UX Services, and more.
Mr. Egemen Caglar Yediel comments: “We evaluated the OCR/ICR solutions
against a set of criteria, including overall functionality, image enhancement
features, ease of operation, support and flexibility, and IBM Datacap came out
on top. Our parent company, Turkcell, has also been successfully using
Datacap to support its own document capture and data validation efforts,
which gave us confidence that we could achieve similarly positive results
ourselves.”
He adds: “When it came to choosing an implementation partner, Aksis was
“IBM Datacap gives us the power and flexibilitywe need to process clients’ content efficiently
and accurately.”
—Mr. Egemen Caglar Yediel, Sectoral Strategies & Product
Development Senior Manager, Turkcell Global Bilgi
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the natural choice. They have served as Turkcell’s technology partner for
more than a decade, and have proven experience with IBM enterprise content
management software. We worked together with IBM and Aksis to configure
and deploy the Datacap solution, and it has been a very positive engagement.
If we have questions or need help resolving an issue, IBM and Aksis are
always there to answer our call. We know from experience that this kind of
responsiveness can be hard to find with other services providers in Turkey!”
Results story
Delivering real results for clients
With a solid document capture and classification foundation now in place,
Turkcell Global Bilgi is helping its clients transform the way they work with
customer-related content.
For instance, the company has teamed up with one of Turkey’s largest
supermarket chains to process more than 7 million customer loyalty card
application forms, with the aim of verifying which customers have agreed to
receive marketing communications from the retailer.
“IBM Datacap’s OCR/ICR engine is incredibly powerful, and makes it very
quick and easy to extract information from even low-quality document
images,” notes Mr. Egemen Caglar Yediel. “Whereas it takes an average of
two and a half minutes to process an application form using manual data
entry, with Datacap we can complete the same process in just 30 seconds, or
80 percent faster. Once the data capture and extraction is complete, we
return the newly digitized documents and any metadata to the client, so they
can integrate it with existing business systems.
“For our retail client, we have already been able to process 2 million customer
application forms and confirm which customers have indicated whether or not
they wish to receive marketing messages. As a result, the client can ensure
regulatory compliance, avoiding hefty fines, and minimize the risk of customer
dissatisfaction by respecting their communication preferences.
“What’s more, our clients can use other information supplied by customers in
the application form to better understand each customer’s preferences and
needs. With this insight, the company can reach out to customers with
compelling, personalized marketing messages to strengthen loyalty, retention
and increase repeat purchase.”
In addition, Turkcell Global Bilgi will take advantage of IBM Datacap Mobile to
extend the benefits of automated document capture and data extraction to
mobile devices. The company is currently working with Turkcell Finansman
A.Ş.—a spin-off company which acts as Turkcell’s consumer financing
division and provides credit solutions for customers—to develop an innovative
mobile app that will allow end-customers to submit application forms and
related documentation from smartphones and tablet devices.
Mr. Egemen Caglar Yediel explains: “Typically, when a customer applies for a
financing solution, they must come into a Turkcell dealership to complete the
application form and submit supporting documents, including a copy of their
identity card, in person. The application is then sent off for processing, and
the customer is notified about the result of their request by mail—a process
that usually takes several days.
“With our new mobile capture app, customers will be able to fill out an
electronic application form and submit photos of supporting documentationContact IBM
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directly from their mobile device. What’s more, they will receive a decision
about their application in around 15 minutes. This will make the entire process
much faster and convenient, helping Turkcell Finansman A.Ş. shorten the
sales cycle and shape a better customer experience.”
Behind the scenes, Datacap is bringing a new level of flexibility and efficiency
to the way that teams work—helping Turkcell Global Bilgi make better use of
existing resources and accelerate processes.
“We have been very impressed by how flexible and fast document capture is
with IBM Datacap,” says Mr. Egemen Caglar Yediel. “It has been really easy
for our users to get to grips with the solution, so much so that we’ve been
able to drive greater flexibility around how our people work. For instance, if an
employee from one area of the business has some free time, we can allocate
them to work with our core data entry team on Datacap-related projects. This
helps accelerate document processing and boosts overall productivity,
helping us make the most of existing resources to serve clients better.”
With new document processing services, underpinned by powerful IBM
technology, Turkcell Global Bilgi is delivering even greater value to its clients.
Mr. Egemen Caglar Yediel concludes: “Document management services will
be an important complement to our existing portfolio, and IBM Datacap
provides the ideal foundation for driving the new line of business, giving us the
power and flexibility we need to process clients’ content efficiently and
accurately.”
About Turkcell Global Bilgi
Established as a Turkcell Group company in 1999, Turkcell Global Bilgi is
Turkey’s leading customer experience solutions center, offering services
including but not limited to customer experience management, customer care,
telesales, customer acquisition, retention and loyalty, collections and technical
support. Turkcell Global Bilgi serves 80 million people in Turkey and more
than 10 million people in Ukraine and Russia.
Solution components
IBM® Datacap
IBM Datacap Mobile
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