ATM Direct Refund Qorus-Infosys Finacle Banking Innovation Awards 2025
Submitted by
Yapi Kredi
Yapı Kredi was established as the first retail oriented private bank in Turkey and now the Bank is the third largest private bank in Turkey as of the end of 2018 with TL 373,4 billion of assets. Yapı Kredi is one of the 10 most valuable brands in Turkey with...
TurkeyCategory
Customer Experience InnovationKeyword
Customer experience, AI & Generative AI, Branch & Physical distribution
Innovation presentation
In this project, we focused on perfecting the customer experience at our ATMs, where millions of lira worth of transactions take place daily. Setting aside factors we cannot control—such as the physical structure of the devices, outdoor conditions, and worn banknotes—we turned our attention to what we could improve. Customers in Türkiye use ATMs from various banks, all carrying the risk of cash jams during deposit transactions. At this point, we aimed to differentiate ourselves from the financial sector by implementing a system that resolves a cash jam issue before the customer leaves the ATM and without requiring any contact with the bank.
Our inspiration came from empathizing with customers who attempted to pay their credit card debt at an ATM but couldn't complete the transaction due to a cash jam.
This project involved the Customer Experience, ATM Channel Management, and Cash Support teams. The entire development was carried out in-house by our ATM Application Development team.
As a result, potential complaints from all 24.050 customers affected by the ATM malfunction are prevented.
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