By connecting Oracle, Microsoft SQL and a wide range of flat files and log files together through Tableau, we created a single source of truth for all employees, at every level of the organisation
Even colleagues with little to no SQL knowledge can quickly start to conduct their own analytics in Tableau, creating engaging reports and dashboards that focus on the project areas most important to them
Tableau lets us go deeper into the data than ever previously possible. As a result, we are able to fine tune the services we offer and use key insights to make decisions that will benefit both the bank and our millions of customers for many years to come
Effective big data analytics and visualisation improves customer service
Following the completion of the project, Tableau is now playing a key role in analysing and visualising the customer data collected each day across Garanti BBVA Bank’s 900 branches.
“After such a large-scale transformation, it’s vital for us to continually monitor customer behaviour in order to understand if they are happy with the new experience and are properly engaging with all the digital services being provided.”
Arzu cites the example of the new customer interfaces on in-branch computer terminals:
“Following recent updates, we wanted to know if customers understood the new terminal interface and menu correctly. To do this, we used Tableau to correlate the actions performed on the terminal against the original ticket the customer was issued then they came into the branch. For example, if a customer’s ticket said they wanted to make a cash transaction, we analysed whether they selected that option on the new interface and were able to successfully complete the transaction, or if the action was abandoned mid-way through.”
This level of detailed analysis has helped Garanti BBVA Bank to helping to accurately monitor customer satisfaction levels following the transformation and continually make improvements to the service, wherever needed.
“Tableau lets us go deeper into the data than ever previously possible,” concludes Engin. “As a result, we are able to fine tune the services we offer and use key insights to make decisions that will benefit both the bank and our millions of customers for many years to come.”