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The Turkish Sector has attracted significant Foreign Investment in the last few years

+. +. The Turkish Sector has attracted significant Foreign Investment in the last few years. Foreign participation in top 10 private banks (USD bn, % of shares). Under penetration. 20.85%. 20%. 40.9%. Young and growing population. 84.7%. 99.81%. Improving macro parameters,

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The Turkish Sector has attracted significant Foreign Investment in the last few years

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  1. + + The Turkish Sector has attracted significant Foreign Investment in the last few years Foreign participation in top 10 private banks (USD bn, % of shares) Under penetration 20.85% 20% 40.9% Young and growing population 84.7% 99.81% Improving macro parameters, economic environment 100% 100% 42.1% 93.3%

  2. Garanti: BriefIntroduction Total Assets US$ 66 bn • Integrated financial services company • Technologically advanced, innovative and dynamic • Customer-centric growth model with key focus on profitability and asset quality • Ownership structure: • 51%: owned by Doğuş Group (30%) andGECF (21%) • 49%: in the free float Shareholders’Equity US$ 6.4 bn 2008 Net Interest Income US$ 2.1 bn 2008 Net Profit US$ 1.12 bn Branch Network2 740 Customer Number2 7.5 mn

  3. GarantiBank ADC “Europe’s Best Retail Internet Bank” “World’s Best Investment Mng. Services “ Global Finance, 2006 Global Finance, 2008 “Turkey’s Best Internet Bank“ (8th Consecuvite Year) Golden Spider, 2009 “Turkey’s Best Commercial Internet Bank“ “Europe’s Best Commercial Internet Bank“ “Best Information Security Initiatives- Europe“ Global Finance, 2008 Global Finance, 2008 Global Finance, 2008 ADC Customers 5.5 million Online Customers 1,600,000 ADC Usage Rate 87% Transactions 30 mio/mth Volume (USD)* 50 bn/mth Total Revenue (USD)* 95 million * Volume and Total Revenue are estimated for 2009

  4. Garanti AlternativeDistributionChannels Branch Network Call Center • 740branches • 13,500 employees • 3.3 million calls/month • 2.5 million product sales annually www.garanti.com.tr / Online Banking wap.garanti.com.tr / Mobile Banking • 1.6 million online banking customers • 15 million transactions/day • 3.7 million product sales annualy • 250.000+ Mobile Banking Users • Most of the Online Banking Transactions İnternet Kiosk CepBank • 600 Kiosks • All Online Banking Transactions • 280.000 users • 9 Different SMS Banking Transactions ATMs • 2.700 ATMs • 10.060 “Golden Point” ATMs

  5. Garanti AlternativeDistributionChannels Internet ATMs Mobile Branch Call Center Kiosk CepBank Availability Convenience

  6. Online Banking? Improve Customer Retention Improve Branch Performance • Guarantee speed • Availability • Create convenience • Provide personalization • Create more time for sale • Reduce operations load & cost Exploit New Sales Opportunuties Increase Brand Equity • Cross/up-sell • Sales lead generation • New customer acquisition • Strong communication • Strengthening corporate identity

  7. Creating Loyal and Valuable Customers Cost Loyalty Net Promoter S. %98,5 15 contacts/month %20 Less Cost More Contacts More Satisfaction Sales and Profitability %55 %45 More Sales More Profit

  8. Mobile Usage • Which medium would be your last choice if you had to leave? Newspaper Radio Periodical Internet TV Mobile • Source: 2006 TNSPiar

  9. Garantibank Mobile BankingStrategy SMS Banking Mobile Payment “CepBank Shopping” • “CepBank” FinancialTransactions • InstantLoanApplication • e-Commerce • Ordered Payments & Call Centers • Inquiry Services • Push Services • Bonus Trink - Mobile Wallet • Pull Product Sales Security Mobile Banking “Cep Subesi” • SoftTokens • Public Site • Mobile Signature • SMS OTP • Secure Site • Security Alerts & Transfer Alerts

  10. Distributioninnovation: PersonalLoan in 5 min. Value proposition Impact • 4.000.000 applications Instant pre-approval in max. 5 minutes • 800.000 applications via SMS Multi-channel approach via Internet, ATMs, Call center and SMS Impact After 1st year • Monthly Volume X 13 • Monthly Applications X 120 • Approval Rate X 5 Quick and easy application for both customers & non-customers

  11. CepBank: Money Transfer Money Transfer by a single SMS to even non-customers Garanti Customer Non-Garanti Customer Through All Operators

  12. Distribution innovation: SMS banking Value proposition How it works? (1) Sends an SMS to 3333, with receiver phone number, payment amount and password “Money Transfer to Non-Customer” by SMS”; 1st in the World 6 Different Transactions • Money Transfer to Mobile Phone (Non-Customer) • Credit Card Payment (2) Garanti sends an SMS to thereceiver which contains the Sender’s Name, Surname and the PIN • Money Transfer to Registered Accounts • Toll Payments • Mobil Phone Top-Up • Game of Chance Payments Usage in Mobile Marketing Campaigns of FMCG Companies (3) Receiver uses the “Cardless Transactions” menu to withdraw cash byentering his mobile phone number, sender’s phone number, amount and the PIN code sent via sms Impact: 300.000 CepBankCustomers

  13. CepBank in Mobile Marketing Campaigns Doritos sent you 10 USD by Garanti CepBank You can withdraw in 30 days from any Paramatik ATM by using “CARDLESS” key. PIN:1234  Cash Promotion in 30 mio Doritos Fritolay Potato Chips Packages • Winners withdraw cash from the ATM by using the information in the SMS – no need to be a Garantibank customer 25.000 Doritos Fritolay Potato Chips Consumers, 400.000 USD in Cash 40.000 Nestle Crunch Consumers, 200.000 USD in cash

  14. Mobile Payment, “CepBank Shopping” Security Ease of Use Operator Independence Flexibility

  15. How Does Garanti CepBank Shopping Work? • Client chooses CepBank Shopping option after completing shopping procedure. He enters the mobile phone number, that is registered to CepBank, into “Mobile Phone Number” field;

  16. How Does Garanti CepBank Shopping Works? PLEASE REPLY BY ENTERING YOUR CEPBANK PIN TO APPROVE PAYMENT OF 21,49 YTL WITH THE REFERENCE NUMBER 1417045 FROM HEPSIBURADA:COM. YOU HAVE PURCHASED FROM HEPSIBURADA:COM WITH THE AMOUNT OF 21,49 YTL. CEPBANK.

  17. How Do We Use Mobile? • More than 5 million WAP users. • More than 30 million mobile phones (%60) WAP enabled. YEAR 2000 2005 2007 2009 SPEED 20 kb/sec 50 kb/sec 100 kb/sec 7.2 mbit/sec

  18. Garanti Mobile Banking Banking: Any Time Any Place Fast and Convenient Usage Same Visual Experience for All Mobile Phones No Download, No Activation Totally Free!

  19. Garanti Mobile Banking, On every screen

  20. How Do We Use Mobile? Most Banking Transactions Covered by Mobile Branch Credit CardTransactions Credit CardSummary Payments & Utility Bills Stock Exchange MoneyTransfers

  21. Garanti Mobile Banking, Transactions Investment Transactions Credit Card Transactions • Stocks • Credit Card Information, Balance and Spending Inquiry • Mutual Funds Transfers • Credit Card Debt Payment • Money Transfer to Account & Name Utility Bill Payments • Fast Money Transfer to Registered Accounts • Utility Bill Debt Inquiry • Electronic Fund Transfer Inquiry Services • Payment with Installation Number • Balance and Transaction Inquiry • Municipality, Natural Gas, Electric, Company Payments, Insurance Payments, Consumer Finance Payments, Telecommunication Payments etc. FX Transactions • Foreign Currency Buy/Sell

  22. Garanti Mobile Banking, Now for iphone

  23. Bonus Trink – Mobile Wallet • Announced first PayPass Credit Card in Turkey • First NFC Sticker in the world & NFC Watch in Europe • Launched on January 16, 2008 (NFC) trial for mobile payments  • A contactless MasterCard PayPass credit card application is • stored on the SIM card as a secure element  • Available in Starbucks, McDonalds, PizzaHuts and many • parking and special city card projects

  24. Product tailoring: Credit cards example Bonus Prepaid Paracard Bonus Flexi S&M & Club & Club Prive American Express “the common people” Open-minded High spending, gives importance to status, social, prefers luxury High expectations, high spending High&worldwide spending, quality life style Customer reflection Charismatic, “The original”, makes life easier Cheerful, young, dynamic, energetic Innovative, funky Charismatic, “The original” Powerful, confident Personality If I fly a lot and use S&M for my flight and shopping purchases, i will earn miles I fly a lot and need a personal assistant I am clever and spend my money in a smart way Smart, individual, aware Elite, Prestigous Self-image

  25. Q&A Thank You... Ali Süha Ter suhat@garanti.com.tr

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