In order to make best use of the opportunities of the times we live in and offer these opportunities to everyone, it’s critical to keep up with digital transformation. In an environment which requires us to offer the right service on the right time by closely monitoring the ever-changing customer expectations, investments in digitalization are regarded as essential in order to maintain the competitive edge.
As Garanti Bank, we position digitalization at the center of our business models so that we contribute to a unique customer experience and operational efficiency. We aim to be a pioneer in the banking industry by effectively using digitalization in all channels. Within this framework, we completed the project we started in 2017 in order to ensure digital transformation in our branches by 2018. Thanks to our new service model enabled by the project, we ensured an increase of efficiency in the sales and crediting processes, contribution to the customer satisfaction through decreased waiting times and improvement of employee skills. In addition, we continued our investments in protecting the customers’ privacy, offering uninterrupted service and prevention of fraud. As a result of our increased investment in digital channels, we encountered no data leak concerning the privacy of customer data in 2018.
We manage the financial risks and opportunities created by digitalization in an integrated way with the risks and opportunities in terms of sustainability. We aim to reduce our resource consumption and contribute to efficiency using the opportunities offered by digitalization so as to manage the problems arising from climate change. Within this scope, we’ve detected that our operational costs may increase by 1.4 million TL due to the average increase in temperature arising from the physical effects of climate change and we started to take measures.
As Garanti Bank, through our digitalization-oriented operations, we actively contribute to the Sustainable Development Goal 9: Industry, Innovation and Infrastructure. We not only ensure an increase in efficiency but also reduction in our environmental impacts using our practices that support our customers to access to products and services via digital channels. We’ve taken critical steps towards paperless banking by digitizing our business. Since 2018, our credits have been passed through approval processes with no use of paper and signature at a rate of 85%.
We develop our products and services in accordance with our objective to support responsible and sustainable development. We contribute to the monitoring of environmental and social risks of our customers using our technologies. In addition to this, we continue to support accessibility to financial services through digital solutions that make life easier for disabled people. In this way, we contribute to the Sustainable Development Goals 10: Reduced Inequalities.