Within İş Leasing, introducing digital transformation with a holistic approach is one of the important elements of the business strategy.

2020 was a year during which digitalization gained momentum in the wake of the pandemic, while at the same time, companies moved their working environments and the services offered to their customers to digital channels.

In recent years, İş Leasing has turned its focus to digitalization and has made pioneering breakthroughs in this field.

Thanks to its strong IT infrastructure, İş Leasing has come to the fore as one of the companies that completed the transition period for the pandemic process in the fastest and most effective way. 

Within İş Leasing, introducing digital transformation with a holistic approach is one of the important elements of the business strategy. Continuing to offer uninterrupted financial support to the real sector, İş Leasing follows the latest innovations in Information Technologies (IT) in order to ensure efficient growth by increasing the speed and quality of its products and services. While digital transformation is considered as an important and indispensable tool for the Company to achieve its goals, time and cost risks are mitigated via the high-quality service delivery brought by digital technology, significant efficiency is achieved in decision-support processes, and positive changes and transformations are experienced in all processes of the Company.

In order to improve all services offered to its customers in line with technological changes and needs, İş Leasing attaches great importance to the development of technological infrastructure, including accessing and examining data, increasing the speed of data processing, improving business processes and ways of doing business, transforming and increasing the capacity to build strategic decision-making processes on flexible and sensitive measurements. In this respect, the company executes many projects for infrastructure development and improvement while it also monitors the practices and infrastructures of its competitors and makes additional investments in areas deemed necessary.

The activities intended for the development of the technological infrastructure and digitalization were performed at an accelerated pace throughout 2020. Along with the measures taken during the pandemic process, the infrastructure preparation that will enable İş Leasing employees to work with the remote connection method was completed quickly and the remote working model was launched. All kinds of support were offered to the employees by means of remote connection and they were enabled to work in an uninterrupted way. The hardware investments required for 2021-2023 were also made to a large extent. In addition, unnecessary paper consumption was avoided by establishing an e-signature infrastructure within the company.

Technological investments strengthen the digitalization muscles in all processes of İş Leasing and enable to take firm steps towards becoming the leasing company of the future.

Within the framework of its vision of change and transformation, İş Leasing is executing a comprehensive project launched in 2019 to improve its technological infrastructure and complete its digital transformation. Aiming to renew the current software with a web-based interface and mobile support for use in the execution of leasing processes, the project engages in the end-to-end design of all processes from the preparation of a quote to procurement and the transfer of leased property without breaking the digital sales chain to increase leasing penetration and by penetrating into the customer journey. As a result of the digitalization of background operational processes and owing to the interfaces to be developed, the sales process can be intervened to completely define the customer journey from the beginning to the end, to put forward the possibilities of submitting a digital quote during the sales and to make use of the benefits that can increase the rates of penetration for digital channels. Activities are in place to automate a significant part of operational and iterative work with robotic (RPA) technology. Plans are being made for the execution of more complex processes with artificial intelligence. Technological investments strengthen the digitalization muscles in all processes of the Company and enable to take firm steps towards becoming the leasing company of the future.

İş Leasing’s main targets in the field of digitalization are;

• Rendering the technological infrastructure more agile and stronger
• Accelerating solution processes in robot technology, artificial intelligence, machine learning and the interpretation of big data, which play an important role in all its processes
• Effectively benefitting from the data analytics in areas such as offering the right product to its customers, pricing, risk management, etc. and
• Integrating a modern communication structure using digital channels more effectively

Infrastructure and business continuity come to the fore within the scope of the main projects foreseen for 2021-2023. To that end, the company aims to:

• replace obsolete equipment used by the Company and dispose of or donate them in an appropriate way,
• ensure the use of the most up-to-date versions of software,
• continuously update the remote working infrastructure in line with emerging needs,
• improve operational processes by utilizing artificial intelligence and robotic technologies, save on human resources by increasing efficiency and increase customer satisfaction,
• establish remote customer acquisition infrastructure,
• improve the performance measurement system infrastructure,
• update the infrastructure for managing the Personal Data Protection Law (PDPL) processes in the best way possible and meeting the evolving needs

İş Leasing renders its technological infrastructure strong and secure, and increases efficiency in business processes through its easy and fast solutions devised within the scope of information technologies as well as its efforts to mitigate cyber security, digitalization and financial risks.

	Value-Creating Factors	Indicators
Cyber Security	Rendering the technology infrastructure strong and reliable	Training hours to raise awareness on information security
		Information activities to keep the level of awareness high
		Rate of participation in information security trainings
		Increasing the level of security through the use of self-service password services and OTP
		Penetration testing activities
		Business continuity and redundancy activities
		Awareness-raising activity through phishing attack test
Digitalization	Boosting efficiency by providing digitalization in daily operational processes	Expanding the use of electronic signature
		Signing documents as soft copy
		Electronic transmission of insurance policies
		Using robotic processes for reconciliation
		Use of an electronic document archive
Easy and Quick Solutions	Speeding up solution processes by using technological infrastructures to boost efficiency in corporate functioning	Use of robotic processes in production environments
		Use of business intelligence for accurate reporting and fast analyses
		Use of online service for customer requests
		Automatic reporting through the Business Intelligence Platform for departments
		Automatic reporting through the Business Intelligence Platform for business partners
Financial Health	Striving to minimize financial risks	Using the Early Warning System via the Business Intelligence Platform
		Offering decision-making support through financial rating agencies
		Supporting lending decisions with robotic processes

After-Sales Services and Emergency Center are two important elements of İş Leasing’s customer-oriented service approach. Serving through its Call Center infrastructure and aiming to maintain customer satisfaction, the After-Sales Services Unit is an important service point for customers’ after-sales support requests. Updated with the latest technologies, the Emergency Center is the assurance of offering uninterrupted 24/7 service to customers under all conditions.

As one of the most preferred companies in 2020, İş Leasing increased its market share to 12.7% by the number of customers through its service model, which is reinforced by digitalization, efficiency and innovation culture and constantly improves the customer experience.

After-Sales Services and Emergency Center are two important elements of İş Leasing’s customer-oriented service approach.

Information Technologies and Information Security Management System

İş Leasing’s Information Technologies Department is structured to provide most of the needed services internally and is responsible for all basic IT processes including:

System Development and Software	Software project design, development, testing and deployment processes,
Infrastructure and Security Projects	Design and development of infrastructure and security projects,
Supplier and Contract Management	Service-level contract management and performance measurement for critical applications and system continuity,
Help Desk	Resolving user problems and requests,
Business Continuity	System backup, emergency center management,
Audit and Compliance	Legal compliance with regard to COBIT, BRSA Information Systems Communiqué and IT obligations

except for software development.

The Emergency Center is the assurance of offering uninterrupted 24/7 service to customers under all conditions.7 / 24

While working meticulously to ensure the security and confidentiality of data, İş Leasing follows technological developments in the field of security and incorporates new technological investments in line with needs. The Company tries to keep the security culture of all its employees up-to-date with the training and awareness activities performed thereby. İş Leasing ensures information security through security products such as firewalls, data loss prevention and file encryption software, uses authentication and authorization mechanisms in accessing information systems, and techniques that allow undeniability and assignment of responsibility. Outputs of security products are reported daily and monthly by the Information Technologies Department.

Compliance audits were carried out by an independent audit firm within the scope of the Communiqué on Information Systems Audits of Factoring and Leasing Companies published by the BRSA (Banking Regulation and Supervision Authority), and İş Leasing achieved a successful result above the sector average as a result of the audit. In addition, consolidated audits are carried out by an independent audit firm and the findings are reported within the scope of the Control Objectives for Information and Related Technologies (COBIT) audits of İşbank.

In 2020, the security level was increased by adding an SMS verification system to the remote working infrastructure within the scope of IT, and web-based internet applications were encrypted with SSL certificates and made operational. By expanding the backup infrastructure, the possibility of taking backups to different environments was introduced and the storage unit containing the data was renewed.

Customer data and data confidentiality constitute a subject handled with care at İş Leasing, and no confirmed complaint case has been identified in this context.

By protecting information security, İş Leasing takes measures against all risks that may prevent the delivery of secure and uninterrupted services (for example, cyber threats).