Mobile Horizons Istanbul Digital Banking Channels Deniz Güven, SVP Digital Channels, Garanti Bank This presentation was made on June 4, 2013 at the Mobile Horizons Istanbul conference. This thought-leadership forum was a unique conference about the disruptive changes caused by mobile technologies: Wearable Technologies, New interfaces, Mobile Retail, Big Data, Connected Life, and more! Featuring international mobile visionaries and Turkish business leaders Mobile Horizons Istanbul was held at an exclusive venue on the shores of the Bosphorus For more information, please visit the website at www.mobile-horizons.com or facebook at www.facebook.com/mobilehorizons.

1. Digital Banking
Channels
Deniz Güven
SVP Digital Channels
Garanti Bank
Mobile Horizons Istanbul
This presentation was made on June 4, 2013
at the Mobile Horizons Istanbul conference.
To learn more about this unique thought-
leadership forum, please visit the website at
www.mobile-horizons.com or facebook at
www.facebook.com/mobilehorizons.

2. Digital Channels at
Garanti Bank
Deniz Guven
SVP of Digital Channels

3. • 3.445 ATMs
• 4.4 mn active users
• Facilitating >140
transactions
• Cardless Transactions
• Coin Dispenser
• ~4.2 mio contacts/month
• ~2.87 mn customers
• Avg. response time: 28,5sec
• 218k product sales/month
• CTI & Workforce Management
• Centralized Branch Calls
• Best Innovative Call Center
Application
Channel Mix at Garanti
• #1 financial institution on Facebook in Europe with +1,2 mio likes
• #1 bank in Turkey on Twitter with +80K followers
• 24/7 Twitter helpdesk with +1,000 customers contacted monthly
• 928 Branches
• Presence in 78 Cities:
• 96% Geographic Coverage
• 99% GDP Coverage
Branch Network Internet Banking
• ~2.5 mn active Internet banking users
• >540k Log-ins Daily
• ~11 mn transactions/month
• 29% market share in trx volume
• Recognized as Turkey’s Best Internet
Bank!
Mobile Banking
• ~500K active mobile users
• 469k transactions/month
• 41% market share in financial transactions volume
• Most innovative mobile apps (P2P sms-based
money transfer, split the bill, bump)
• Leading trading platform in Turkey : E-trader
Call Center
ATM
Social Platforms
28% market share in internet banking
45% market share in mobile banking

4. 33% of Garanti Bank users only use self-service channels
80% of all financial transactions occur via digital channels
Omni Channel Strategy

5. Mobile Banking

6. Mobile Banking
q The mobile banking journey started with a browser version before the uptake of smartphones
q It is the first internet bank access from mobile in Turkey
q Browser based 45+ banking transactions are covered by Mobile Banking
6

7. Mobile Banking / 2012
q With the uptake of smart phones and application stores, Garanti expanded its mobile
banking presence by developing the mobile banking applications
q Currently present in iPhone, iPad, Android, Android tablet, Windows 8, BB10 platforms
q The number of Garanti mobile banking users has increased by 227% since the beginning
of 2012.

8. CepBank
q Pioneering one sided-remittance
model
q Ability to Send Money, Request Money,
Mobile Top-up, Split Bill, etc. “BUMP”
q CepBank money transfer on iPhone &
Android apps and Facebook &
Twitter by Direct Messaging

9. Mobile Payments - BonusPay
q First and the only mobile payment model both developed and offered by a bank in Turkey
q Shop online just by entering your mobile phone number without having to reveal your credit card
details or account information
q The payment is automatically charged to the credit card, debit card or bank account that you have
identified for BonusPay

10. E-Trader
q Main aim is to provide investment brokerage services on different types of communication
platforms
q On-the-go trading platform for Stocks & Options / Derivatives
q Instantly buy & sell stocks & view personal portfolio

11. GarantiBank Mobile Apps
Soft token app on iPhone,
Android, Blackberry and
Nokia phones
Augmented Reality
app for location
based merchant
offers
Windows Phone 7
and Windows 8
apps
Garanti Bank
widgets that
come embedded
to Nokia and
Samsung phones
Garanti Bank Android app
Smart TV apps on Samsung, LG and
Vestel
Applications are
downloaded more
than 2 Million times!

12. Garanti’s Open API Strategy
CepBank Widget is a cutting edge P2P money transfer tool, where the receiver does not have to
be a Garanti customer and can withdraw money from any Garanti ATM across Turkey.
Sharing the volume generated from the transaction fees with the site/blog owners, CepBank
Widget offers a whole new revenue stream to online platforms.

13. Generation C
Connected Customer

14. Connected Customers
! Have grown up with Internet
Gen-Y (millenials) !
Gen-C (connected customers) !
! “Digital natives” who live and breathe in the digital World
and social networks
! Communicate through technology (instant messaging
and text messaging, blogs, etc.) as opposed to having
face-to-face or phone conversations
! Expect a lot more than their predecessors. Millennials want
information, not only instantly, but also with the ease that it
should be accessible at their convenience with all of the
normal benefits of a face-to-face meeting
! Yet the gap between how Gen-C
connects and communicates in his
digital world and how traditional
businesses approach them is widening!
! Rely on smartphones and tablets as
their Windows to the World
! They are empowered by information
and research, they feel more confident
with things they learn and then share!
! They want a more engaged,
enriching and efficient relationship
in all their brand relationships,
thanks to the apple-like
experiences they live in the digital
World!

15. Living
Services
Boondoggle Winter
Wake-Up
Nike - Fuel Band
Withings Body Scale

16. Payment Systems

17. A New Banking Experience...
Conceptual Banking
External Mind
Lifestyle Services

18. iGaranti/ Dashboard
Avatar
Cash
Tank
Save
now
Avatar
Money
Bar
Logged-in stageNot Logged-in stage

19. iGaranti/ Money Bar & Forecast

20. iGaranti/ Smart Shopping, iWallet

21. iGaranti/ Special Network, Nearby
Integration with Foursquare, Facebook and Twitter!

22. Thank you!