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Banking Branch Globally Ever 1st Banking Branch “We are delighted to see DenizBank adopting our social technologies to make their business more engaging and provide additional value to their customers. It is exciting to see such an innovative integration being offered for the first time by a Turkish bank.” Facebook Inc. , California USA , 2012 Today 35% of the world population is online. There are 1.5 billion social media users around the world¹. Forrester research shows that a sizable portion, 42 percent of adults on social media is interested in engaging with their financial providers as well². In the financial industry, the perception of interacting with the customer traditionally over branches has begun to change due to the rapidly evolving customer needs. Requests of customers for easy access and simplicity across their banking services enforce the banks to focus on a relationship based banking models on communication channels. Banks recognize the importance of the digital platforms in the day to day evolution of communication channels. The evolution has started with the radio that had taken 38 years to reach 50 million users. Similarly for TV, the duration was 13 years. After the arise of internet, it took 4 years to spread out 50 million users. Today, people use internet to Google or to share their experiences on social network sites. Facebook, as a flagship of social media, had reached 50 million users just in 2 years¹. By 2013 Facebook has more than 1 billion user population all over the world. This piquant rapidly growing population of social media users has also taking the attention of the financial institutions. By 2012, 40 percent of the banks expected to invest in social media³. As an innovative solution provider, Intertech believed that the rapidly spreading social network platform Facebook, can be used by the banks as alternative communication and delivery channels. As a result, Intertech developed World’ s 1st Facebook Banking Platform. Intertech’ s main goal was to develop a social media banking model with adding more innovative capabilities to existing banking approach. The platform expands the banks availability for their product and services based on their customer needs and requests. Before the development phase, Intertech team visited Facebooks’ LA, California base to share the idea of Facebook Banking Platform as a social media project for financial institutions. With the collaboration of Facebook, Intertech has developed the World’ s 1st Facebook Banking Platform to Denizbank, one of the biggest bank in Turkey with more than 630 branches. Bank’ s main purpose was to meet their customers’ everyday banking needs by opening a social media branch where they spend the most time online and to be a brand, recognized as an innovative, pioneering bank. By defining the social media strategy and the metrics that reflects the business goals of the bank, Intertech implemented the Facebook Banking Platform to Denizbank. Bank has got striking returns in the first week´: 10% of bank’ s online banking customers registered to use the platform. More than 150,000 people used the platform. 140,000 new fans acquired. Over 3 million viral impressions were generated through Facebook ads. Digital Generation Banking Team commented the project as “Banking on Facebook Project became one of the most successful PR activities in the history of the Bank”. Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. Büyükdere Cad. Kasap Sok. No:15/1 34394 Esentepe / Şişli / İstanbul / Turkey T: (0212) 340 32 00 F: (0212) 288 79 00 www.intertech.com.tr Copyright © 2013, Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. All rights reserved. Intertech’ s development, Facebook Banking Platform, has been awarded many times by respectable authorities. The latest one was announced by Banking Administration Institute (BAI), “BAI-Finacle Global Banking Innovation Award 2012 for Channel Innovation”, among 152 candidate as “Globally First Ever” Banking Platform on Facebook. Intertech’ s Facebook Banking Platform provides the vision of next generation banking by; Social Community Social networking is deeply embedded in everyday life. Intertech’ s Facebook Banking Platform emphasizes engaging with customers, where they spend most of their time in their lives. Facebook banking is also empower consumers to promote events, transfer money to friends mobile phones, community projects, or charities. Empowered Personalized Customer Experience One of the greatest opportunities for banks is to leverage the data that can be gleaned from social media to enhance the customer experience. Furthermore, the platform can be extended by micro-segmentation of the customer profiles to develop new products or services that can be offered individual base. Improved Customer Loyalty Social media is an effective platform for building relationships with customers, both locally and globally. It allows banks to gain specific insight of their customers’ needs. Through listening and interacting with customers, banks can discover requests and requirements that lead to the creation of services to increase customer satisfaction and loyalty. Enhance the Brand Facebook is a social networking tool that allows banks to create an online communication channel where they can share new information and events with their audience. By using Facebook in valuable and innovative ways, banks can overcome negative reputations and create a unique competitive advantage. Invest to Future Social media banking approach enables banks to analyze and governance their existing CRM models from different perspectives. The more interaction with customer means more data about customer can be collected. This is a path for the future that the collected data among social media platforms can further be used as accurate marketing channels. Using the platform data for the Social CRM Solution, bank can offer their products and services according to their customer’ s likes, locations and sharings on Facebook. Key Benefits Socially Engage Banking Improve Customer Satisfaction and Loyalty Enhance Personalized Customer Experience Invest to Next Generation Banking Empower the Brand Perception Social CRM Opportunity Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. Büyükdere Cad. Kasap Sok. No:15/1 34394 Esentepe / Şişli / İstanbul / Turkey T: (0212) 340 32 00 F: (0212) 288 79 00 www.intertech.com.tr Copyright © 2013, Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. All rights reserved. Business Functionalities View Assets Money Transfer o Time and Demand Deposit Account o Transfer Money to any Facebook Friends o Fund, Loans and Bills Total o Transfer Money to any Mobile Phones o Credit Card Debts Total Payments o Detailed Graphical View of Assets o Multinet Credit Top Up View Credit Cards o Top Up Money to Prepaid Card o Last Debt Total and Payment Information o Invoice Payments o Viewing Sectorial Breakdown of Expenses o Top Up Money to Lottery Games o Download Last Statement Add Campaigns View Summary of Information o Display Bank’ s Commercials o All Savings & Payments o Customer Recommendations Integration o Credit Card Statement Summary / Last Payment Social Community Dates o Gifting (Create an event, send invitations to o Financial Agenda / Facebook Events / Friends invite friends to that event, Send gifts together Birthdates to the friends with online shopping) o Fast Money Transfer to Friends Using o Transfer Money for Charity Application o Send gold or money to friends by creating an o Recommend the Application to friends event Technical Features Infrastructure Security o Microsoft .Net Technologies o Secure Client / Server Communication with o Facebook Graph API and Facebook JavaScript HTTPS Protocol. SDK for Facebook Integration o Encrypted HTTPS Post Parameter Transfers o JQuery JavaScript Framework with RSA at client side o Microsoft SQL Server 2008 R2 Integration with Banking Infrastructure and o Multilanguage Support Protocols through .Net References: ¹The International Telecommunication Union, IHS iSuppli, Juniper Research Comscore ²Forrester Research, “How US Financial Services Firms Should Approach Interacting with consumers on Social Web Sites”, October 2010 ³Social media at the Starting Blocks 2010 ´Denizbank Facebook Banking Case Study For further information about Intertech and Intertech's solutions, please check the web site: http://www.intertech.com.tr or contact with [email protected]. Intertech Information Technologies Intertech, an entity of DenizBank Financial Services Group, has been established in 1987. In 2012, Intertech became a part of Sberbank. Over 25 years of financial industry experience, Intertech offers innovative solutions to EMEA region (Austria, Bahrain, Germany, Northern Cyprus, Russia, Saudi Arabia and Turkey) with more than 650 professionals so far. Some of Intertech references are; ABank, Albaraka, Bank Audi, Bank of Tokyo – Mitsubishi UFJ, Burgan Bank, DenizBank, DenizBank AG, DenizFactoring, DenizLeasing, Dexia, Dilerbank, EuroDeniz, Societe Generale, Standard Chartered, Portigon AG, Habibbank, Kuwait Finance House, Metlife, Nurolbank, Scania Consumer Finance, The Royal Bank of Scotland, The Saudi Investment Bank . Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. Büyükdere Cad. Kasap Sok. No:15/1 34394 Esentepe / Şişli / İstanbul / Turkey T: (0212) 340 32 00 F: (0212) 288 79 00 www.intertech.com.tr Copyright © 2013, Intertech Bilgi İşlem ve Pazarlama Ticaret A.Ş. All rights reserved. .
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