Technological infrastructure is cited among Garanti's strengths, why?

One of the major reasons behind Garanti's success is the Bank's integrated business and information technology strategy. Garanti utilizes the most advanced technology. The average annual investment on IT over the last seven years has been around $35mn. Efficient use of the state-of-the-art technological backbone has yielded to lower transaction costs along with an efficient risk-control mechanism.

According to Banking Technology Magazine, GarantiBank's IT systems help the Bank to realize major improvements in efficiency and quality of service to customers and to implement its policies and strategies.

Garanti employs data warehousing and data mining techniques based on analyses of customer behavior and their propensity to buy products and services. Existing businesses have been expanded through the utilization of new channels for markets and transactions. Efficiency has been ensured throughout the Organization via workflow and image processing and Intranet applications. Management reporting is based on a single source of data and a relational database.

What is the bank's channel strategy?

The multi-channel strategy provides improvements on three dimensions; customer retention, branch performance and new sales opportunities

Improve customer retention
- Increase customer satisfaction
- Guarantee quick and accurate problem resolution
- Create convenience-oriented product and service features
- Personalized customer nurturing (special offers, birthday calls, etc.)

Improve branch performance
- Move customer inquiries, that distract branch portfolio teams, from sales to
alternative channels
- Reduce branch operations load; reduce cost

Exploit new sales opportunities
- Cross-sell to existing customers based on CRM
- Tele-marketing to potential customers

What are the alternative distribution channels employed by Garanti?

Internet Banking
- One of the first banks to go online in Turkey, launched in 1997
- Almost all the core banking services are offered through the Internet branch
- Security is provided via 128 bit SSL encryption
- 781,981 registered customers, one of the most highly used bank sites in Turkey (June 2003)
- 2.5 million transactions per month
- For commercial users, extra security is provided by defining different security levels for different employees in the firm
- Internet main page - 3,771,000 visitors per month (May 2003)
- Internet Branch - 3,600,000 log-ins per month (May 2003)
- Handles 27% (including cash withdrawals) and 43% (excluding cash withdrawals) of all transactions within the bank (May 2003)

444 0 333 Alo Garanti Telephone Banking
- Launched in February 98
- Easy access from anywhere in Turkey with the same 7 digit number (customers are charged only the price of a local call)
- One of the biggest calling centers, 306-seat call center + 24-seat tele-marketing team
- First implementation of different security levels for commercial users
- Ability to cross-sell with the tele- marketing team
- 769,691 registered customers (June 2003)
- 136,094 transactions per month (June 2003)
- Handles 2% (including cash withdrawals) and 3% (excluding cash withdrawals) of all transactions within the bank (May 2003)

Sales	After-Sales Services	Retention
- Central Sales	- Services Alo Bonus (444 0 334) Alo Garanti (444 0 333) Internet Help Desk	- Retention Services Credit Cards Other
- Inbound Sales (*)	- Other Services Back Office ATM Monitoring, fax
	- Doğuş Group Companies Garanti Sigorta, Doğuş İletişim, CNBC-e
16.000 sales per month	2 million calls per month + 5.000 e-mails per month	1.000 sales per month
50 personnel	325 personnel	5 personnel

* Sales made to inbound callers by means of active marketing

ATMs
- Currently 757 ATMs, year-end target 1,000 ATMs
- Also member of "Altın Nokta", 5 different banks' ATM network with more than
3,500 ATMs
- Almost all banking services (all cash, FX, mutual fund transactions, inquiry services, utility payments.)
- Handles 36% (including cash withdrawals) and 9% (excluding cash withdrawals) of all transactions within the bank

www.paragaranti.com
- Launched in August 2001
- Reports and analysis on bonds, equities, mutual funds, foreign exchange, eurobonds.
- Dailies, monthlies, economic reports, technical analysis reports
- Customized service; clients have access to their bank accounts within the site
- Real-time market data, stock prices, f/x changes, Reuters news...
- Online brokerage service

What types of services are provided through ADC?

444 0 333 Alo Garanti garanti.com.tr ATM garantibank.com Information inquiries Balance, account statements, cheques Money Transfers EFT,SWIFT, money transfers within the bank, (MT within the bank) FX buy/sell Mutual Funds buy/sell Repo - Stocks buy/sell - - Credit Card payments Store card payments - Tuition - Tax payments Automobile fees,traffic tickets - Utility payments Telephone, electricity, natural gas -

E-commerce

- Garanti has been at the forefront of the Turkish e-commerce sector since February 1998
- Among the first 10 banks in Europe that executed the first S.E.T. transaction
- Providing SET (secure electronic transactions) solution for cardholders (SSL between cardholder and merchant, SET between merchant and bank)
- In 1999, introduced one of the world's first "Virtual Debit Card"
- In 2001, released "Virtual Credit Card"
- The strategy is to educate potential users while giving full assistance to merchants
- Transaction numbers and volume growing steadily
- Optional POS hosting implemented within the bank
- Serving over 1,000 merchants with its vPOS system, it processes 70% of
- Turkey's e-commerce transactions
- Sales volume of $ 2-3 million per month

How about fraud activity? Are you having fraud-related problems?

The figures clearly indicate that Garanti has won the war against fraud. In 1999, Garanti was chosen by Europay as the best bank in Europe for Fraud Control Systems.

Compared to MasterCard and Visa averages, Garanti provides highly secure services.

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