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Innovation 07 May 2019

Garanti’s Centralized Customer Service reduces SME workload

Garanti Bank provides its SME clients a dedicated in-branch customer relationship manager who support clients in their banking needs. Now, these clients have access to a new service: Central Customer Service (Merkezi Müşteri Hizmetleri, or MHT). This new structure aims to provide clients a faster response to queries and transactions when the volume of requests is high

Central MHT will serve clients using the following process. First, customer relationship managers will inform their SME clients of this new service. Then, when clients contact their customer relationship managers, they will be directed to the relevant Central MHT staff who find out the purpose of the query. Central MHT staff are able to provide support for all kinds of transactions, except for sales and marketing. In these cases, the client will be directed to their customer service manager.

Through this system, clients receive fast and continuous service from a specialized team, operational quality is increased, and more time can be spent on portfolio, customer and sales management.

Central MHT also has the task of helping customers use existing digital solutions, thus accelerating their digitization. During the pilot of this service, 80 branches who had been doing their transactions in Garanti branches were encouraged to use digital channels. As a result, 24 percent of these clients used digital channels the next time the same need arose, decreasing the number of transactions handled by the branch or Central MHT

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