SOLID PERFORMANCE IN HANDLING
COMPLAINTS RECEIVED VIA SOCIAL
MEDIA
İşbank also follows up on customer requests
and complaints communicated through
social media, and works towards enhancing
customer satisfaction with a firm focus on
providing solutions quickly.
In an assessment based on resolution
response times and customer satisfaction
results by
, a website
that includes other banks in the sector as
members, İşbank took second place among
the best-performing banks in 2012 within
the website’s privately-owned member
banks.
İŞBANK ON SOCIAL MEDIA PLATFORMS
İşbank made major breakthroughs in
social media platforms during 2012. To
promote alternative distribution channels
via social networks and to ensure close
contact and communication with customers
using these channels, the Bank launched
“Anında Bankacılık Facebook” (facebook.
com/anindabankacilik) (Instant Banking),
“Anında Bankacılık Twitter” (twitter.com/
anindaisbank) (Instant Banking) and “Anında
Bankacılık Destek Twitter” (twitter.com/
anindadestek) (Instant Banking support)
accounts in line with Instant Banking. The
“Anında Bankacılık Destek Twitter” account
is now being used to respond to customer
queries and complaints.
İşbank’s advertising and communication
activities to promote alternative distribution
channels were recognized with numerous
awards in 2012, claiming the Golden Mixx
award at the Mixx Awards organized under
license from the Interactive Advertising
Bureau (IAB) and the Crystal Apple award,
presented by the Turkish Association of
Advertising Agencies.
INFORMATION TECHNOLOGY
AND JOINT SERVICE CENTER
In an ongoing aim to offer the best in the
swiftest and most efficient manner to its
customers and to all of its stakeholders,
İşbank continued with technology
innovations and investments during 2012.
MAINFRAME UPGRADES CONTINUE.
İşbank mainframe was redesigned with a
load-sharing, high accessibility structure.
Increased pooling of selected infrastructural
resources ensured cost advantages in
software licensing and increased service
continuity through more effective use of
resources.
İşbank will continue through 2013 with its
efforts to simplify technical architecture,
and increase momentum in IT infrastructure
standardization and simplification
initiatives directed towards lower-cost and
higher-efficiency software development
capabilities.
DATA WAREHOUSE INITIATIVES
CONTINUE AT FULL SPEED.
Conducted through 2012, the Business
Intelligence Competency Center Program
focused in particular on the execution of
data warehouse infrastructure renovation.
Studies conducted served to enable the
creation of infrastructures that will allow
fast, accurate analytical data flow, as well
as the introduction of data that will create
value through interfaces quickly and easily
on the business side.
IN AN ONGOING AIM TO
OFFER THE BEST IN THE
SWIFTEST AND MOST
EFFICIENT MANNER TO ITS
CUSTOMERS AND TO ALL
OF ITS STAKEHOLDERS,
İŞBANK CONTINUED WITH
TECHNOLOGY INNOVATIONS
AND INVESTMENTS DURING
2012.
ADVERTISEMENT AND
COMMUNICATION ACTIVITIES
CONDUCTED BY İŞBANK
WERE RECOGNIZED WITH
NUMEROUS AWARDS.
İŞBANK CARRIED OUT
ADVERTISEMENT AND
COMMUNICATION ACTIVITIES
TO PROMOTE ALTERNATIVE
DISTRIBUTION CHANNELS
AND WON THE GOLDEN MIXX
AWARD AT THE MIXX AWARDS
AND THE CRYSTAL APPLE
AWARD FROM THE TURKISH
ASSOCIATION OF ADVERTISING
AGENCIES IN 2012.
INTRODUCTION
ACTIVITIES
CORPORATE GOVERNANCE
FINANCIAL INFORMATION AND RISK MANAGEMENT
55
İŞBANK
ANNUAL REPORT 2012
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