Halk Emeklilik

Halk Emeklilik

Integration operations of the product to be purchased were vital for us. We needed a flexible solution with high integration capability that would act as cement between our currently used systems and eBA was the leading candidate.

Ceyhun ULUInformation Technologies Group Director

About Client

Our company started insurance operations on 07.10.1998 by obtaining license in Life and Personal Accident branches. Obtaining permission to transform into pension company in 2010, it has added personal pension into its life insurance activities. Our company title has changed from “Birlik Hayat Sigorta A.Ş.” to “Halk Hayat ve Emeklilik A.Ş.” as of 10.12.2010.

With the synergy from Halk Bank, our main shareholder, we are among the fastest growing companies of the sector.

With its General Directorate in İstanbul, Halk Hayat ve Emeklilik delivers its products to customers through its regional sales offices in İstanbul (2), Antalya, Ankara, Bursa, Trabzon, İzmir, Diyarbakır, Kocaeli, Adana as well as about 1000 Halk Bank branches.
Website:

Info

Administrative

Challenge

Previously no tools were used to manage after sales support requests in Operation and Call Center Departments, all processes were on paper and e-mails. We were seeking a structure that can manage these processes. Before eBA it was difficult to follow and meet the requests on compliance to legislation in due time. We wanted a flexible solution that could, after healthily monitoring after-sales services, include other processes of the company into the structure.

Solution

The solution called Octopus project has been positioned. We aimed to integrate it with main insurance module. Works posing risk with regards to legal compliance and legislation compliance started to be followed through eBA.

Result

The project was used for quick queries and controls within the company. As Octopus project was implemented works in parts from departments were directed through eBA with automated work flow as they came in. Octopus project consisted of several phases. Final phase of the project still continues. In the final phase, solution to open work orders through eBA MIS e-mails to manage field requests delivered through e-mails was configured. This solution will go live in the following days.

Instant monitoring of internal data with eBA Dashboard
We also use dashboard feature of eBA in our operations. I.e.:we can quickly track data such as number of daily calls, leftover works from previous days and how long staff waits for calling, call back tracking and how long waiting jobs are waited through eBA dashboard.

During adaptation phase, eBA first underwent software security tests of our bank, then we completed integration with our human resources software in two days. We embraced the benefits of working with a domestic company, Bimser during this process. Bimser technology consultants quickly assisted us in much needed development activities. We are waiting for change management and product tree structure changes in the version transitions from Bimser in the near future.

eBA does not have a unique software language in the background, on the contrary it is completely based on Microsoft technologies. Its flexibility and openness to development thanks to Microsoft technologies made eBA attractive for us. Thus it was easy to find a candidate that can work on eBA to be positioned in our Information Technologies department. Our current eBA team consists of an employee from process development and Quality Management department, an analyst and a programmer.

Human Resources

Challenge

It is required to manage expenses, including approval and payment process, of all staff including the field staff.

Solution

A cost management process covering the whole company was created.

Result

It is ensured that all staff including the field staff working at the end enters expenses into the system and payment is made after necessary approval mechanisms and controls. The process was carried into electronic environment from end to end, starting from integration of receipts required by the accounting system through web services to creating payment file to be sent to the bank at the end.

Service

Challenge

Previously no tools were used to manage after sales support requests in Operation and Call Center Departments, all processes were on paper and e-mails. We were seeking a structure that can manage these processes. Before eBA it was difficult to follow and meet the requests on compliance to legislation in due time. We wanted a flexible solution that could, after healthily monitoring after-sales services, include other processes of the company into the structure.

Solution

Integration operations of the product to be purchased were vital to us. We needed a flexible solution with high integration capability that would act as cement between our currently used systems and eBA was the leading candidate. We started to work with eBA which could be used in operation and call center activities, could monitor deadlines and articles in accordance with legal legislation and which would create the least operations for us.

Result

Call center software within the institution was quickly and easily integrated thanks to flexibility of eBA. When a field staff request a customer to be called, this request is made to automatically go to the screen of call center staff. Next step of this process will be done with bilateral integration. When the customer sends a request to be called through web site or mobile application, this information will be directed to the call center staff screen. In addition to these main processes in eBA, we plan to implement auxiliary processes such as complaint management, completion process and customer request process as soon as possible.