Digital Transformation of Approval Processes in Operations: Mobile Approval Code Integration

BUSINESS CHALLENGE

İşbank initiated an improvement project to streamline branch operational processes. The existing dual-control approval structure in branch operations created several inefficiencies:

• Unnecessary workload: The dual-control structure added unnecessary burden on branch staff.
• Paper waste: The need to print a receipt for each transaction, confirming it was done with the customer’s information, resulted in excessive paper usage.
• Security risks: The requirement an authorized person to physically verify signatures for approval posed security risks.
• Extended transaction times: The process, involving multiple screens and requiring approval from another staff member, increased transaction times and led to customer dissatisfaction.

HOW WE HELPED

We developed a mobile approval infrastructure integrated with the existing operational process screens. Key components of this solution include:

• Legacy system integration: Identified integration points with the legacy system and developed a comprehensive solution architecture.
• Application infrastructure: Created an application infrastructure that can be quickly and easily integrated into legacy processes.
• Mobile approval code: Replaced the need for approval from an authorized employee with a mobile approval code sent to the customer requesting the transaction.
• Process integration: Integrated the solution with applications that require branch approval, constituting a significant part of the branch’s operational workload.
• Monitoring interface: Developed an interface to monitor and track transactions completed with a mobile approval code in the branches.

RESULTS ACHIEVED

The implementation of the mobile approval code integration yielded significant benefits:

62% of branch approval processes were completed by the customers themselves, reducing the time spent waiting for approvals by 14,050 hours.

Improved transaction security as customers approved their own transactions, mitigation the risks associated with physical signature verification.