Turkcell Iletisim Hizmetleri Improves Customer Experience for 80,000 Daily Users of Online Applications Through Better Access Management
 
 

Turkcell Iletisim Hizmetleri Improves Customer Experience for 80,000 Daily Users of Online Applications Through Better Access Management

Turkcell Iletisim Hizmetleri A.S. (Turkcell) is the leading communications and technology company in Turkey, with 34.7 million subscribers as of June 30, 2013. Turkcell is a leading regional player, with market leadership in five of the nine countries in which it operates. The company, which serves approximately 69.5 million subscribers (as of June 30, 2013) was the first Turkish company to be listed on the New York Stock Exchange. Established in 1994, Turkcell created the first network for mobile communications in Turkey. Today, it is the largest operator in Turkey and the second-largest in Europe. Seeking to upgrade its previous access management system with increased security and reporting functionality and to enhance customer experience, Turkcell evaluated proposals from both Oracle and IBM. Oracle Access Manager 11g was chosen as the most appropriate solution.

 
 

 
 

Challenges

A word from Turkcell Iletisim Hizmetleri A.S.

  • “Oracle Access Manager 11g gives extremely valuable feedback of customer access to online applications in real-time, enabling us to respond immediately to customer authentication issues and optimize our service offering. We know exactly how many users are accessing which application, what devices they use, and which access problems they might encounter. This enables us to continually improve the customer experience.” – İlker Kuruöz Chief Information Officer, Turkcell Iletisim Hizmetleri A.S.

  • Ascertain the impact of online applications on the company’s mobile telecommunications customers by gathering data on authenticated traffic volumes for each online application, such as Turkcell Shop and Turkcell Mobile Services
  • Understand and respond to the customer experience by identifying which devices customers use to access Turkcell’s applications and analyzing which problems they encounter, such as unsuccessful logins or lost passwords
  • Augment security across multiple customer applications, from mobile banking to online shops, by securing customer access to each application
  • Ensure backward compatibility with legacy systems when migrating in complex carrier-grade infrastructure to reduce migration risks

Solutions

  • Upgraded to Oracle Access Manager 11g Release 2 to facilitate real-time assessment of the impact of online offerings—discovering for example that applications, such as online-shopping services, were being accessed by majority of the Turkcell online customers per day on average.
  • Migrated applications that required authentication to Oracle Access Manager—including nine custom-developed extranet applications—and rather than a one-shot migration, did this step-by-step, in parallel with legacy systems’ operations, ensuring backward compatibility to substantially reduce migration risk
  • Secured real-time identification of customer experience issues, such as discovering a significant number of login issues in certain applications, thanks to the ability to review customer authentication data, application by application
  • Gained the ability to analyze customer preferences by tracking the exact number of authenticated users for each application with Oracle Access Manager's auditing and reporting functionality, including the devices used—such as iPhone, Blackberry, or personal computer
  • Enhanced authentication security with custom-developed modules for Lightweight Directory Access Protocol; automated tests to tell humans from computers (CAPTCHA); and mobile signatures used by customers to access Turkcell’s applications
  • Facilitated customer access to numerous customized applications across multiple domains with Oracle Access Manager’s native support for cross-domain, single sign-on and high-performance authentication engine
  • Engaged Oracle Consulting continually from system design to operations, which provided extensive product management and engineering support with an expert framework for custom implementations
  • Because of the simplicity and fast, graphical interface development capabilities of Oracle Access Manager 11g, the time spend for developing a web interface for a new application has been reduced by 75%

Why Oracle

“We chose to upgrade to Oracle Access Manager 11g as it was important for us to ensure a secure and well-defined migration, running legacy systems in parallel. Also, the technical expertise provided by Oracle Consulting in local languages has been crucial for us. They assisted our teams from the architectural to the operational stages and helped to customize the solution. Finally, we now have full visibility into application access, for example how many customers are coming to our online shop, how many logged-in successfully, and how many lost their passwords—application by application,” said İlker Kuruöz.

Implementation Process

“Turkcell’s experts worked with Oracle Consulting on a continuous basis to ensure that our requirements are met at all times. For example, we use CAPTCHA to increase login security. And we have a mobile signature solution branded as Turkcell Mobile Signature, which we integrated into Oracle Access Manager,” said İlker Kuruöz