Isbank’s recent achievements focused on setting the pace for Turkish digital banking, with the lender channelling investment into generative artificial intelligence, super-app development and end-to-end digitalisation of products that have historically required branch involvement.
By the end of the review period, the bank’s IsCep super-app served 16 million customers, with around six million logging in every day. This scale has turned digital distribution from a convenience channel into the core of the balance sheet: digital channels now originate almost three-quarters of retail product sales and 89.6% of new time deposit inflows. In addition, 97% of all customer transactions were executed outside branches, a level unmatched by any other private sector bank in the country.
The engine of this growth was IsCep 10.0, launched under the slogan “Your Version of IsCep.” A rebuilt micro-services architecture lets users assemble their own dashboard, while the bank’s digital assistant Maxi, now woven into every screen, anticipates daily cashflow needs, nudges savings goals and suggests contextual offers instead of generic promos. Maxi handled 108.7 million conversations last year, cutting dependence on call centre staff and giving the bank behavioural data it feeds straight back into product design.
Customers using IsCep are 14 times more profitable than non-users and demonstrate significantly higher lifetime value
Sabri Gökmenler
According to executive vice president Sabri Gökmenler, IsCep expanded its service portfolio to 857 functions in 2026.
“Customers using IsCep are 14 times more profitable than non-users and demonstrate significantly higher lifetime value, underscoring the platform’s strategic impact on customer engagement and business performance,” says Gökmenler. “Customer satisfaction scores indicate that the launch of our new app has been highly successful.”
“To further enhance usability,” Gökmenler adds, “we leveraged AI-supported insights to redesign the experience around dedicated dashboards, creating separate interfaces for daily transactions, cards, investments, and personal finance management. This enables every customer segment to easily access the services they need in one place. This customer-centric approach has strengthened retention and deepened digital engagement across user segments.”
Reach beyond banking
Ease of entry has been another area of focus. Retail customers can open an account end-to-end on a phone using near field communication-enabled ID cards and facial biometrics. Startups and larger corporates gained the same freedom through the Müşteri Olmak Istiyorum flow, which onboarded 1,488 businesses in its first year. Once inside the platform, SMEs found a new investment dashboard that condenses portfolio analytics onto a single mobile screen, and a fully digital letter of guarantee that shrinks issuance time from days to minutes, saving both paper and branch traffic.
The bank also widened its reach beyond banking tasks. The My Life hub lets households manage car valuations, home repairs and family travel without leaving the app, while DijiKolay gives merchants discounted access to e-invoicing, cross-border e-commerce and sustainability tools.
These customer-facing wins were accompanied by tangible efficiency gains thanks to internal innovation: process automation hubs delivered 30% to 50% time savings on routine tasks and lifted developer productivity by 60%, while AI document classification accuracy climbed past 85%.
Combined with the deposit franchise’s shift online, the improvements helped total deposits surge 46% year-on-year to TRY3.1 trillion ($66.1 billion) without eroding net interest margins.
If Isbank pioneered Turkey’s first ATM back in 1982, its 2025 track record suggests it is writing an equally definitive blueprint for platform-era banking – one that marries scale, generative AI and open ecosystems to keep everyday financial life inside a single, ever-smarter app.
