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Turkish Bank Uses SAP CRM to Manage Multichannel Customer Queries

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Executive Summary

Turkey - based Akbank T.A.S wanted to handle a total of 1 million customer complaints, disputes, and suggestions annually - quickly and cost-effectively also they wanted to manage multiple customer contact channels: e-mail, web, branch visits, fax, telephone, and other channels. To address these challenges they turned to SAP. They implement SAP Customer Relationship Management (SAP CRM) application. SAP helped Akbank integrate SA P CRM with the bank's branches, fax server, print center, call center, and Internet site.

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