Garanti Payment Systems: Digital Transformation Strategy (A)

Işıl Akdemir Evlioğlu, executive vice president of marketing at Garanti Payment Systems (GPS), a subsidiary of Garanti Bank, is grappling with three questions. First, should GPS create its own mobile app for credit card customers or leverage the bank’s already successful mobile banking app? Second, if a separate app was developed, then who should manage it? GPS managed the bank’s credit card business and was as a separate entity, but the bank’s digital assets were managed exclusively by the bank. Third, if a separate app was not developed, then would the required breadth and depth of functionality for the credit card customers be delivered? If a separate app was not developed, then would GPS be able to design one when they had never done so before? The credit card business included a popular loyalty program and GPS leadership was very focused on customer engagement and experience for program enrollees, but how best to do that was a critical question.