Case Study: YapiKredi

CUSTOMER PROFILE

01 CHALLENGE

As Turkey’s leading private bank, Yapi Kredi serves 14 million active digital customers with over 700 branches. The bank’s award-winning customer relations center already pulled impressive customer satisfaction numbers but needed a way to further differentiate and discover sales opportunities that CRMs often miss. The company needed an analytics solution that could gauge sentiment, assist with optimizing language, and support robust sales goals across different products.

02 SOLUTION

Yapi Kredi expanded their NICE partnership to onboard Interaction Analytics, giving them new depth to its customer data. Speech analysis helped pinpoint common customer phrases that pointed to specific products and solutions the company could benefit from, and improved agent scripts and coaching. In a pilot test done with time deposits, Yapi Kredi increased overall sales conversions to 5% and located new customers whose CRM data had been missed. The bank is now expanding the analytics program to additional business areas and exploring new customer sentiment analysis opportunities.