customer experience & it - turkcell...sim technologies network and security technologies | capital...

119Customer Experience & ITCAPITAL MARKETS DAY 2018|

Customer Experience& ITSerkan ÖZTÜRK

119CAPITAL MARKETS DAY 2018|

| 120Customer Experience & ITCAPITAL MARKETS DAY 2018

DATA MONETIZATION2

3

1 DIGITAL CX

CLOUD

4 TURKCELL TECHNOLOGY



DIGITAL CUSTOMER EXPERIENCE

1st Ranked NPS

4.1/5 CSS

36.7 Mn CUSTOMERS

27.3% à 20.5%

Churn

2015 2017

4.2% à 1.7%

Complaint

2015 2017


234.4MHz

234.4MHz

234.4MHz

DIGITAL CUSTOMER EXPERIENCE

CALL CENTER FACE TO FACE SELF SERVICE


VisualIVR

NOW & THEN

Voice Biometrics

Text & Speech Analytics

Predictive Call Analysis

Knowledge Management

DIGITAL CALL CENTER EXPERIENCE PREVIOUSLY

IVR Authentication Call Handlingw/agent

Offline Call Observation


Interactive SalesProcess

DIGITAL FACE TO FACE EXPERIENCE

Paperless Worldw/Digital Signature

DigitalTransformation

For Sales

OCR

MOBILE CAPTURE

$11Mnsavings

29% fraud decrease

150Mnpages

60% reduced operational time

Service via Web Service via Tablet 7000+


DIGITAL SELF SERVICE EXPERIENCE

2015 2016 2017

DOWNLOADS

MY ACCOUNT

5.3Mn 14.3Mn 26.6Mn

18Mn Active Users5.1Bn Transactions

2018

LIVE CHATNUMBER OF CHATS

1.9Mn 2.6Mn 12.6Mn

12.6Mn Chats$2.6Mn Savings

2015 2016 2017 2018

E-BILLE-BILL USAGE

77% 87% 97%

97% E-Bill Usage$10Mn Savings

2015 2016 2017 2018


SMART LOYALTY

SHAKE&

WIN

1Mna day

500Kevery week

first 10 min

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1 DIGITAL CX

CLOUD


CAPITAL MARKETS DAY 2018|

128Customer Experience & ITCAPITAL MARKETS DAY 2018|| CAPITAL MARKETS DAY 2018

4VVOLUME VARIETY

VELOCITYVALUE

50Mn customer5PB stored data

LocationCDR

Digital Footprint

7Bn CDR/daily150Bn XDR/daily

100+ data sources

BIG DATA IN TURKCELL

CDR: Call Detail Record

129Customer Experience & ITCAPITAL MARKETS DAY 2018||| CAPITAL MARKETS DAY 2018

INTERNAL DATA MONETIZATION

2015 2016 2017

Churn

24.6%

14

2018

Predictive Models

Lowest Churn Ratesince 2008

45Mn 72Mn 114Mn

2015 2016 2017 2018

Upsell&Cross Sell

50+ 58%

Predictive Models

Revenue Increase

38Mn 50Mn

2015 2016 2017 2018

Real Time Analytics

100+ 200+

Events Tracked

Real time Scenarios

205 2016 2017 2018

Credit Scoring

1352%

Predictive Models

Credit Utilization

2.9Bn 4.4Bn20.5%27.3%


234.4MHz

234.4MHz

234.4MHz

Shopping Mall Analysis

Programmatic Outdoor

EXTERNAL DATA MONETIZATION

Bus Stop/Flight Route Planning


234.4MHz

234.4MHz

234.4MHz

Energy Consumption

Water Consumption

IOT ANALYTICS

234.4MHz

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CLOUD




• 10,000m2 Gebze

• 2,500m2 İzmir

• 10,000m2 Ankara

• 6,000m2 Çorlu

• TIER 3 Certifications

TURKCELL DATA CENTERS


234.4MHz Software

Turkcell E-Platform

CLOUD SERVICES

Hybrid CloudRemote Back UpDR as a Service

Market Place(Automation & Orchestration)

Turkcell Cloud Portal

DR: Disaster recovery

234.4MHzInfrastructure

Virtual ServerVirtual Data Center


INFRASTRUCTURE SERVICES

Virtual Server

Virtual Data Center

Remote Back-up

995

3.711

2015 2016 2017

Customer Servers

234.4MHzInfrastructure

Virtual ServerVirtual Data Center

TURKCELL CLOUD BUSINESS


HYBRID CLOUD SERVICES

Backup as a Service

DR as a Service

DR: Disaster recovery

234.4MHzHybrid Cloud

Remote Back UpDR as a Service


SOFTWARE AS A SERVICE

234.4MHzSoftware

Turkcell E-Platform


MARKET PLACE

Market Place(Automation & Orchestration)

Turkcell Cloud Portal

Cloud

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DATA MONETIZATION2

3

1 DIGITAL CX

CLOUD




• Turkey’s largest R&D center

• 312 patents

• National and international projects

• 16 products in 13 countries

TECH - TEAM

Location Based Services

Internet of Things

Mobile Finance

SIM Technologiesand SecurityNetwork

Technologies


Turkcell Digital Masters w/ Udacity

• Data Foundation

• Artificial Intelligence

• Machine Learning

On-site Masters and PhD

• Business Analytics

• Data Science

• Software Systems and AI

TALENTED TEAM


• 50 squads

• Virtual Agile Office

• 150+ project with agile transformation

DISRUPTIVE METHODOLOGIES


Q&A



NOTICEThis presentation may contain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, Section 21E of the SecuritiesExchange Act of 1934 and the Safe Harbor provisions of the US Private Securities Litigation Reform Act of 1995. This includes, in particular, our targets forrevenue, EBITDA and capex in 2018 or for the medium term 2018 to 2020. More generally, all statements other than statements of historical facts included inthis presentation, including, without limitation, certain statements regarding the launch of new businesses, our operations, financial position and businessstrategy may constitute forward-looking statements. In addition, forward-looking statements generally can be identified by the written or oral use of forward-looking terminology such as, among others, "will," "expect," "intend," "estimate," "believe", "continue" and “guidance”.

Although Turkcell believes that the expectations reflected in such forward-looking statements are reasonable at this time, it can give no assurance that suchexpectations will prove to be correct. All subsequent written and oral forward-looking statements attributable to us are expressly qualified in their entirety byreference to these cautionary statements. For a discussion of certain factors that may affect the outcome of such forward looking statements, see our mostrecent Annual Report on Form 20-F filed with the U.S. Securities and Exchange Commission, and in particular the risk factor section therein. We undertake noduty to update or revise any forward looking statements, whether as a result of new information, future events or otherwise.

This presentation includes business and market information derived from public sources and our own estimates that we believe is indicative of trends in ourbusiness and markets, but that has not necessarily been prepared under our generally applied accounting standards and has been subject to adjustments, andthus should not be relied upon as conclusive. This presentation also contains Non-GAAP financial measures, notably EBITDA, which is not a measure offinancial performance under IFRS and is not a substitute for net earnings (loss) as a measure of performance. The Company makes no representation as to theaccuracy or completeness of the information contained in this presentation, which remains subject to verification, completion and change. No responsibilityor liability is or will be accepted by the Company or any of its subsidiaries, board members, officers, employees or agents as to or in relation to the accuracy orcompleteness of the information contained in this presentation or any other written or oral information made available to any interested party or its advisers.

Please note that all financial data are consolidated whereas non-financial data are unconsolidated unless otherwise specified. In the charts or tables used inthis presentation totals may not foot due to rounding differences. The figures used in this presentation are rounded.


THANKYOU TURKCELL GROUP


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