ABACuS - Garanti

service, the “Company Cash Tracking
Project” was launched, whereby systemic
integration was ensured with the Bank
and its corporate customers. A first in the
sector, the project allowed delivery of safer
cash service to customers, which in return
enhanced customer loyalty and contributed
to the Bank’s competitive strength.
• The launched of the Mortgage Module
increased the operational efficiency through
shortening the time involved in mortgage
transactions and reducing errors.
• The “Project THE” that eliminates manual
intervention in high volume internal and
interbank (EFT) money transfers brought
about manpower saving.
• Following suit of import procedures, export
procedures have also been moved to
Workflow; this enabled faster and higher
quality service provision to branches, while
introducing major advancements to the
tracking system.
• All seven employees who took the
international certified documentary credit
specialist (CDCS) exam have successfully
passed it; with this result, Garanti remains
the only bank where all Letter of Credit Unit
employees (34 individuals) hold international
CDCS certificates.
• Processes have been developed for the
new derivative products of the Treasury
Department. With the new depository
project launched, system infrastructure has
been completed and processes have been
automated for floating interest or interim
payment depository transactions, which
involve exhausting and risky operation and
maturity tracking.
• The rotation program of branch and
ABACUS employees went on in 2011.
Branch employees and ABACUS employees
spent one day at one another’s work places
and learned about the business conduct of
the other.
Projections for 2012
Intending to identify improvement areas and
further upgrade service quality, ABACUS
will give priority in 2012 to increase internal
customer satisfaction and reduce the workload
of branches, as it has done in previous
years. The plans for the coming year include
various initiatives in cooperation with Garanti
Technology, with a view to minimizing the
manual steps in processes, and reducing
operational risks by improving the checkpoints.
Handling transactions in an error-free and
timely manner by making use of all the facilities
technology has to offer will remain the primary
goal of ABACUS’s activities.
2012 targets are presented below:
• Use the Service Management System (HYS)
to catalog customer complaints on ATMs, and
once they are resolved, provide feedback to
customers via text messages, the Call Center
or branches,
• Decrease average response time from
13 minutes to 11 minutes per ATM through
system upgrade,
• Implement restructuring to decrease the
workload on branches in busy locations
receiving cash service by armored vehicles of
branches,
• Replace, initially, 33% of money counters
used at branches with faster and more
functional devices.
Key Indicators for ABACUS 2010 2011
5,410
CASH SERVICE POINTS
3.9 Million
TRANSACTIONS per month
99%
CENTRALIZATION RATIO
in Operational Transactions
Number of annual transactions 45 million 46.2 million
Transaction volume (USD) 848 billion 882 billion
Average number of monthly transactions 3.8 million 3.9 million
GARANTI BANK 2011 ANNUAL REPORT 67