If what I'm about to tell you were set in a commercial, an interesting voice-over would be excitedly saying:

wet signature,
No need to go to the bank branch!
From where you sit!
One, two, three, five - let's not get hung up on numbers anyway - just a few clicks!

Accompanied by the lively music playing in the background, this video would have given users the good news that they could become a bank customer remotely; as a matter of fact it happened. We have seen many of these commercials this year, in the period approaching May 1 and throughout May.

The results of Marketing Turkey's survey on digitalization in banking and remote subscription at the end of last May also showed that the ads in question achieved their purpose, created awareness among the users, and moreover, 2 out of 3 people believed that this innovation was needed, while one out of every 2 people took a short notice. became aware of this process in time.

For the banking sector, which sees the most widespread and deep effects of digital transformation and technological reflections in the first place, the pre-pandemic period undoubtedly gave birth to this trend; However, with COVID-19, the sector, which first received a high volume of traffic in its mobile applications, now had to reach the people it touched for the first time and made account holders, and the remote customer recognition/acquisition service met everyone!

DDTECH | DX STARTS HERE - Marketing Türkiye

For the banking sector, which sees the most widespread and deep effects of digital transformation and technological reflections in the first place, the pre-pandemic period undoubtedly gave birth to this trend; However, with COVID-19, the sector, which first received a high volume of traffic in its mobile applications, now had to reach the people it touched for the first time and made account holders, and the remote customer recognition/acquisition service met everyone!

The last regulation of the BRSA on the subject was published as of April 1; On May 1, the indicated date, 14 different banks started to offer this service to users across Turkey.

Remote Customer Acquisition Equalizes Low and Multi-Branch Banks

Although every development that technology has created so far is shaped in the hands of people, in a good or bad way according to the intention of the person, it also carries its own egalitarian manifesto from time to time. Banks that want to meet with their current and potential customers can even get a competitive advantage when they promise a safe and hassle-free experience with their larger-scale competitors with more branches.

DDTECH | DX STARTS HERE - Marketing Türkiye

Experience, technology infrastructure, process management, customer satisfaction, and human-oriented banking design stand out in this new era in banking; however, this should not mean condemning users who are not ready for transformation to a mere remote experience; As in all transformation processes, it is obvious that there will be a process of acceptance, getting used to, choosing, hybrid regulation and continuation.

Many global reports published as of the end of 2019 showed that 80% of the banks have made the goal of improving the experience they offer their customers their first target. It is not yet possible to operate the process as easily as the image above.

DDTECH | DX STARTS HERE - Marketing Türkiye

Gains of Banks are Much More Than Competitive Advantage!

Banks will further channel the savings obtained with this new function into their efforts to improve the customer experience. The biggest benefit for the customer is the equality of financial opportunity. Now the bank enters an innovation process without the need for time and space to become a customer. The healthy implementation of these steps may also open the door to many more innovations.

As the researches show, there is a high correlation between the digitalization rate of the bank customer and their loyalty to the bank. Especially when they are touched correctly in loan, deposit and investment transactions, their loyalty to the bank increases significantly. For this reason, banks should focus on increasing the customer experience and offering them a good product and service.

What Do the 3-Month Results Tell?

According to the data obtained by the Banks Association of Turkey from 14 different banks at the beginning of last month; There were 268 thousand 881 customer applications in May, 220 thousand 55 in June, and 223 thousand in July.

While the 2 banks that achieved the highest success in the remote customer acquisition process were able to convert the demand to customers at a rate of 40%, the conversion rate from demand to customer remained at 20% of the other banks.

Again, the Marketing Turkey study noted that banks have a "not yet digitized" customer profile of 45%; however, there are still different reasons behind the lagging experienced by a certain percentage of customers. The best action that can be taken is to set up the process end-to-end with the highest level of equipment and the right experience.

There is also the approach of withdrawing from remote trading with a safety reservation of 44% between the ages of 24 and 35.

DDTECH | DX STARTS HERE - Marketing Türkiye

As DDTECH, we stand in the middle of the process with both a full-range digital verification product that can realize the remote customer acquisition scenario and our Dijital Kurye sub-company, which is the projection of digital customer acquisition on the field.

DDTECH | DX STARTS HERE - Marketing Türkiye

Bloomberg's review of banks' performance in remote customer acquisition between May 1 and July 31 shows that 109,724 of the more than 400,000 applications were completed with the help of a courier. These numbers appear as the most concrete proof of the 'market validation' of Dijital Kurye as a product.

In the projects we set up with financial institutions that follow in the footsteps of banks in remote customer acquisition, they take care not to leave the courier part of the transactions empty. When we interpret both the foreign examples and the valuable experience of more than 3 months in the Turkish market and the demands, we come back to the point why we created Dijital Kurye in the first place.

Haven't You Heard of True Dijital Kurye?

It is possible; We just made our pre-launch in August. Since then, we have devoted all our efforts to meeting with companies in need.

Dijital Kurye is a digital service company that we have set up in the field so that your customers can reach this speed in today's world where each transaction and process is 'digitalized' one by one.

Dijital Kurye, which is based on secure electronic signatures, authentication, end-to-end encrypted complete document management platform technologies, promises both an increase in success in processes and process acceleration. We are starting to support more and more companies day by day due to the fact that digital transformation will not happen all at once and there is a need for processes designed step by step.

Although providing support to banks is a single business item for Dijital Kurye, whose main goal is to provide individual and more intense corporate documents, documents, signatures, subscription management and installations with the nearest couriers, it has completed many such steps for a long time and better overcome the shortcomings. It seems that it will be necessary for companies that cannot pass with digital experience.

Source: medium.com/@mirayecemiray