ING and allen international wanted to dramatically change retail banking in Turkey to be more customer-centric. To achieve this the values of the bank, “Simplicity” and “Transparency”, were introduced to attract a younger demographic customer and be more conducive to building customer relationships in a warm and personal environment.
A major step forward for ING and the Turkish market is a new innovative operational model that provides universal bankers who can offer the highest possible service levels to customers without the inconvenience of visiting traditional tellers followed by an advisor. Everything is integrated into the customer journey for one-stop shopping.
Latest technology Q-matic queuing system, i-Pads and a scaleable digital communications system together with café-style benches and a dynamic colour palette make a visit to ING a unique experience for the Turkish consumer.
Change retail banking to be more customer-centric.
Create something unique in Turkish market.
Use ING values to attract younger demographic.
Remove tellers and replace with universal bankers.
Use latest technology to enhance customer journey.
Reaction from customers to new pilot branch extremely positive.
Concept being rolled out using allen international’s unique cost-effective ‘Kit of Parts’ system.