When Garanti BBVA Bank decided to undertake the ambitious project of digitally transforming its 900 banking branches in just 18 months, the team in charge knew having a reliable, central data source for all stakeholders to work from would be pivotal to success.
“Today, 92% of the non-cash financial transactions in our bank take place via digital channels and we wanted our in-branch experience to reflect that,” says Arzu Dilaver, Workforce Optimization and Service Quality Management Supervisor, Garanti BBVA Bank. “Doing so involved a complete overhaul of our branches in terms of both physical layout and customer service model, creating a seamless digital experience that replicates the services customers are already embracing online.”
“Change management is always challenging,” adds Engin Kanal, Workforce Optimization and Service Quality Management Consultant, Garanti BBVA Bank. “But with such a tight timeframe in which to complete this project, every aspect of the process needed to be as streamlined as possible.”
Before Tableau, there was no central data analytics and business intelligence function within our department. With various different BI tools and databases in use, data was fragmented across multiple local silos, making it very hard to see the complete picture; something that would be critical throughout the transformation project.
“We needed to bring everything together in one place,” says Engin. “Doing so would not only improve/inform decision making and help answer questions, it would also reduce conflict and allow all stakeholders, from senior executives to branch managers, to accurately monitor progress.”
Following an extensive review, Tableau was chosen as the primary analytics and reporting platform. In addition to unifying all disparate databases through a single, central location, its intuitive visual approach to analytics and rapid reporting capabilities made it ideal for Garanti BBVA Bank’s needs.
“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,” says Arzu. “As a result, everyone involved in the project could log into the tool at any time and be confident the reports they were looking at were both relevant and up-to date.”