Read our latest cloud case study about Turkcell.
Case study: "A massive undertaking"
In recent years, mobile phone operators in Turkey have been subject to much stricter regulations, especially around customer data and privacy. The new requirements impose penalties on operators who engage in customer relations operations with people who did not provide the relevant information when they signed their original contract.
Nevra Biyikli, CRM Manager at Turkcell İletişim Hizmetleri A.Ş., elaborates: “To comply with the new regulations, we needed to review 7.9 million contracts and confirm whether the customer had ticked the relevant information box, then verify that this matched the information held in our CRM system. This would eliminate the risk of marketing to customers without relevant information, helping us achieve compliance while protecting customer satisfaction.”
Turkcell already stored digital copies of customer contracts and supporting information in a centralized IBM® FileNet® Content Manager repository, containing more than 800 million customer documents.
Processing millions of documents in just months
The company looked for a fast, accurate way to verify the data in the contracts. And with many contracts stored as low-quality photocopies, Turkcell needed a solution that could reliably extract the required information, even from poor-quality digital images.
Time was of the essence when it came to finding a solution — Turkcell had just over a year to verify its compliance with the new regulations. After evaluating a number of document capture and data extraction solutions, the company selected IBM Datacap software offered as part of the IBM Cloud Pak® for Automation solution and worked with IBM Business Partner Aksis to get its data validation project underway.