Turkcell Global Bilgi continuously raises its “digital maturity” level to achieve success in digital transformation. The company makes the digital transformation success of its customers measurable and sustainable with four digital steps defined as ‘customer dashboards, voice analytics, hybrid capabilities and robotic process automation’.
Digital transformation is now an indispensable element to increase the competitiveness of businesses. The true benefits of this transformation can be realized only when the ‘digital maturity’ level reflecting the capacity to respond to technological changes and transitions is assessed and continually monitore. Turkcell Global Bilgi not only integrates technology in its digital transformation processes, but also makes the benefits created by this process measurable and sustainable.
Commenting on Turkcell Global Bilgi’s digital transformation journey, Funda Seyrek, Deputy General Manager in charge of Turkcell Operations, explained the four main steps they follow to continuously increase the level of digital maturity and said, “As the first step, we have implemented the ‘Instant and Accurate Decisions with Customer Dashboards’ process. While digitalizing our customers’ businesses, we instantly measured customer insights, quality and customer experience criteria. With nearly 300 dashboards, we reduced the reporting burden, reduced follow-up effort and increased efficiency by enabling our customers and operations managers to make fast and accurate decisions.”
Digital transformation ensures permanence not only by integrating technology, but also by making the effects of this process measurable. At this point, Funda Seyrek drew attention to the measurement stages after integrating Voice Analytics technology and said: “With Voice Analytics, we have made 95% of the voices meaningful and workable. Thus, we have radically changed traditional quality and experience measurement systems. We are now able to measure quality and experience with much more data. Thanks to this technology, we also achieved a 20% increase in the use of positive language among customer representatives. The measurability and traceability of the data have facilitated the establishment of well-defined performance targets for our employees.
Today, when it is inevitable that companies need to adapt the way of thinking of all their employees to the digital world, critical tasks of digital transformation such as writing RPA scenarios and creating prediction models are no longer a characteristic and talent special to IT employees only.
At this point, Funda Seyrek touched upon hybrid capabilities, the third pillar of their digital transformation, and said, “Today, our 2,000 employees, including our managers and experts, have the talents to read data, create prediction models and develop RPA. These hybrid capabilities provide added value to our digital transformation processes and make our business processes more efficient.”
Digital transformation encompasses a wide spectrum of disciplines, spanning from data analytics to AI. Automation of processes is the centerpiece of this cluster. The growing number of these scenarios and robots has significantly enhanced process efficiency, enabling employees to concentrate on higher-value, strategic tasks.
Funda Seyrek pointed to robotic process automation (RPA), which is the fourth step of the digital maturity level at this stage, and stated that they shortened processing times and saved time and cost by managing the repetitive and routine tasks thanks to 2373 scenarios written by company employees and the use of 782 robots.
Seyrek underlined that the success achieved in digital transformation is only possible if the transformation is followed up in a disciplined manner and made measurable, and said, “We make our digital transformation process faster, more efficient and successful by constantly improving our digital maturity level.”
Digital maturity is a concept that refers to the ability of companies and organizations to respond to technological changes and transformations and to adapt to these processes. In other words, it is the measure of readiness and capacity to use digital technologies to achieve business goals. Especially in the post-pandemic world, it is accepted as one of the main determinants of success for companies initiated digital transformation.
The Digital Maturity Test aims to assess the status of businesses on their digital transformation journey, measure their digital competencies and identify areas for improvement.
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