As one of Türkiye’s largest and most established financial institutions, Garanti BBVA serves over 19 million customers through a vast network of more than 900 branches across the country. With a commitment to providing innovative financial services, Garanti BBVA operates not only in Türkiye but also maintains an international presence in several countries. Their extensive network of ATMs, online banking services, and financial products positions them as a leader in Türkiye’s banking sector.
In their pursuit to provide seamless and efficient services to their customers, Garanti BBVA partnered with Enqura, a leader in AI-driven financial technologies, to identify pain points and improve overall operational efficiency. The success of this partnership culminated in a remarkable transformation, and much of the credit goes to Garanti BBVA’s collaboration with Enqura and the use of Atmirage, an innovative ATM simulation and testing tool developed by Serquo.
Identifying Pain Points with Enqura
Enqura played an instrumental role in Garanti BBVA’s journey toward excellence in customer experience. With their extensive expertise and advanced AI capabilities, Enqura helped the bank identify improvement issues affecting customer satisfaction. One of the main pain points discovered was optimizing Garanti BBVA’s ATMs operations and highlighted the need for a more robust testing process.
Transforming the Testing Process
With the identified pain points, it became clear that improving the testing process for ATM functionalities was key to delivering better service. Garanti BBVA, with Enqura’s guidance, sought a solution that would streamline their testing procedures and ensure the consistent performance of their ATM network.
This is where Atmirage, an ATM simulator developed by Serquo, entered the picture. Through Enqura, Garanti BBVA adopted Atmirage as their primary tool for testing their ATM applications. Atmirage allowed the bank to automate the testing of the whole ATM application functionality, significantly improving the accuracy and speed of the process.
The Impact of Atmirage: A Game-Changer for Garanti BBVA
Atmirage provided Garanti BBVA with an end-to-end simulation tool that replicated the functionality of their ATM systems without requiring the physical use of machines. This was a game-changer for the bank’s operations. According to İsmail Mavi, Software Engineer & Lead Expert at Garanti BBVA Technology; “With Atmirage, we can do almost all of our flows that do not require physical materials through it. This is a great comfort.”
By utilizing Atmirage, Garanti BBVA was able to achieve better operational efficiency in their ATM testing process. The automation provided by Atmirage reduced the time and resources needed for testing, allowing the bank to focus on improving the overall quality of their services. The improved testing process not only streamlined their operations but also had a direct impact on customer experience.
As İsmail Mavi explains, “This allows our product to reach higher levels in terms of testing and quality, and this indirectly gives a better experience to our customers.” The enhanced testing capabilities meant that Garanti BBVA could roll out ATM updates more swiftly and with greater confidence, leading to fewer customer complaints and a smoother user experience.
The Role of Enqura and Serquo in Garanti BBVA’s Success
The success of this project is a testament to the power of collaboration. Garanti BBVA’s partnership with Enqura was pivotal in identifying the issues and selecting the right solutions. Enqura’s deep understanding of financial technologies and their AI-driven approach enabled them to provide Garanti BBVA with the tools and insights necessary to make informed decisions about their ATM network.
Their ability to diagnose the problems and guide Garanti BBVA toward the right solutions was invaluable. Furthermore, Serquo’s development of Atmirage was a crucial element in ensuring that Garanti BBVA could implement a sustainable and efficient testing process that ultimately benefited their customers.
A Brighter Future for Garanti BBVA’s Customers
The implementation of Atmirage has led to a notable improvement in Garanti BBVA’s customer satisfaction. By improving the overall operational efficiency of their ATM software, Garanti BBVA has been able to elevate their service levels.
This success story serves as a reminder of how collaboration between industry leaders can drive significant improvements in customer experience. Garanti BBVA’s journey toward a more efficient and customer-focused service was made possible by theexpertise of Enqura and the innovation provided by Serquo’s Atmirage. As they continue to enhance their services, Garanti BBVA remains committed to putting customer experience at the heart of their operations.