Turkcell Global Bilgi continuously increases its level of "digital maturity" to achieve success in digital transformation. The company makes the digital transformation success it achieves for its customers measurable and sustainable through four digital steps it defines as "customer dashboards, voice analytics, hybrid capabilities, and robotic process automation".
Digital transformation is now an indispensable element for increasing the competitiveness of businesses. This transformation can only provide real benefits if the level of "Digital Maturity," which demonstrates the capacity to respond to technological change and transformation, is measured and continuously monitored. Turkcell Global Bilgi not only integrates technology into digital transformation processes, but also makes the benefits created by this process measurable and sustainable.
Quick and accurate decisions with nearly 300 dashboards!
Assessing Turkcell Global Bilgi's digital transformation journey, Funda Seyrek, Deputy General Manager for Turkcell Operations, outlined the four main steps they followed to continuously improve their digital maturity level, stating, “As a first step, we implemented the 'Instant and Accurate Decisions with Customer Dashboards' process. We measured customer insights, quality and customer experience metrics in real time while digitising our customers' businesses. With nearly 300 dashboards, we enabled our customers and operations managers to make quick and accurate decisions, reducing the reporting burden, lowering the effort required for follow-up and increasing efficiency.”
95% of sounds are now meaningful with Voice Analytics…
Digital transformation drives sustainability not only by integrating technology, but also by making its impact measurable. At this point, Funda Seyrek highlighted the measurement capabilities introduced through Voice Analytics technology, stating: “We have made 95% of voice data meaningful and actionable with Voice Analytics. This has allowed us to fundamentally reshape traditional quality and experience measurement systems. We can now assess quality and experience using far more data. Thanks to this technology, we have also seen a 20% increase in the use of positive language among customer representatives. The fact that the data we collect is both measurable and traceable has enabled us to set clear, targeted goals for our employees.”
2,000 Employees with Hybrid Skills
In today’s world, where it’s essential for companies to align every employee’s mindset with the digital age, critical digital transformation tasks such as writing RPA scenarios and building predictive models are no longer limited to IT professionals. Funda Seyrek highlighted hybrid skills as the third pillar of digital transformation, stating, “Today, 2,000 of our employees including managers and specialists possess skills in data interpretation, predictive modelling, and RPA development. These hybrid capabilities enhance our digital transformation efforts and significantly improve the efficiency of our business processes."
Productivity Increases with 782 robots
Digital transformation spans a wide spectrum from data analytics to artificial intelligence. Process automation lies at the heart of this spectrum. As the number of scenarios and robots increases, business process efficiency improves and this allows employees to focus on more strategic tasks. Funda Seyrek identified robotic process automation (RPA) as the fourth stage of digital maturity and she noted that 2,373 scenarios written by company employees and 782 robots are used to manage repetitive and routine tasks, shortening process times and delivering time and cost savings. Seyrek emphasised that success in digital transformation requires disciplined monitoring and measurability and stated, “We are making our digital transformation process faster, more efficient, and more successful by continuously developing our digital maturity level.”
What is digital maturity?
Digital maturity refers to the ability of companies and organisations to respond to technological change and adapt to transformation processes. In other words, it measures how ready and capable a business is to use digital technologies to achieve its objectives. It is regarded as one of the key success factors, especially for companies embarking on digital transformation in the post-pandemic era. The purpose of the Digital Maturity Test is to evaluate where businesses stand on their digital transformation journey, assess their digital capabilities, and identify areas for improvement.