Case Study: ING Bank Turkey achieves rapid loan approvals and market-share growth with TIBCO Software

ING Bank Turkey Increases Sales, Customers, and Market Share with TIBCO

ING Bank Turkey, a nationwide bank serving about 3 million customers, wanted to improve customer service and grow market share by making banking accessible via mobile, online, and branches. It faced opaque service levels, inefficient and non–user-friendly systems, slow processes, and needed to decentralize operations and add new third‑party distribution channels.

The bank deployed TIBCO ActiveMatrix BPM (starting with a pilot and expanding to nine processes) to modernize workflows, integrate systems, and enable new channels and near‑shored back‑office operations. Outcomes included a 17‑point Net Promoter Score increase and a rise from 6th to 1st in market position; consumer loan turnaround dropped from ~30 minutes to ~5 minutes, two‑thirds of consumer loans now come from non‑branch channels, active customers grew 40%, more than 1 million debit cards were added, retail market share moved from 3% to 5% (nearly a 70% increase), transactions per employee rose 38%, and sales nearly doubled.

ING

Gorkem Koseoglu

Chief Operating Officer