Işbank modernises credit management processes in partnership with DefineX
Isbank has completed a strategic project to modernise its commercial credit evaluation processes. Working with consultancy DefineX, the bank designed and developed Credit360, a new platform that uses generative AI to streamline financing for its commercial clients, cutting processing times dramatically.
Founded in 1924, Isbank is one of Türkiye’s largest banks, with total assets of about TRY 4.6 trillion (around $108 billion) and deposits exceeding TRY 3.1 trillion as of 2025. The bank operates over 1,000 branches and employs more than 20,000 people.
As part of its digital strategy, Isbank is leveraging emerging technologies to enhance its services, expand its product portfolio, and improve internal operations. A key component of this effort is the update of its commercial credit evaluation system, introducing new technology to support credit decision-making and productivity.
Challenges In the legacy environment
Before the implementation of the Credit360 platform, the credit evaluation process at Isbank involved several technical hurdles. The data required for credit assessments was often dispersed across multiple internal systems, making it difficult for analysts to gain a centralised view of a customer.
Additionally, the growing volume of the commercial portfolio placed an immense workload on expert analysts. These professionals spent an outsized amount of time on manual data interpretation and review cycles between local branches and the central headquarters.
Credit360: A centralised platform
To address these issues, Isbank undertook a modernisation programme, with DefineX contributing to project management, solution design, and AI development. The resulting Credit360 platform serves as a centralized hub that consolidates customer and proposal data into a single interface.
The bank co-created this user-centred design through workshops with its credit teams to ensure the software supported their specific workflows. The platform applies generative AI to automate document preparation and provide insights for credit officers. This allows the bank to implement enhancements based on continuous feedback loops from its employees.
The impact
The implementation of the Credit360 platform has led to documented changes in processing efficiency. By automating 13 key data preparation and interpretation tasks, Isbank reduced the processing time for a single proposal from 354 minutes to only four minutes.
With nearly 120,000 cases handled annually, this efficiency gain represents a massive shift in operational capacity. The application of generative AI models to financial and interbank data has removed 1.5 hours of manual effort per proposal. Within seven months, the project generated value equivalent to 114 full-time positions, allowing staff to focus on more complex decision-making tasks.
This transition has also allowed Isbank to apply its credit expertise across a larger portion of its client base. Previously, advanced analytics and expert-level assessments were utilised for approximately 5,000 large customers.
With the new system, the bank has extended these capabilities to nearly 200,000 customers across its full portfolio, providing consistent evaluation for both small and large commercial entities.
“Isbank has a clear vision for its digital ecosystem, and we are proud to have supported the delivery of the Credit360 platform,” said Eren Söyler, Principal at DefineX. “By integrating generative AI into their core credit workflows, the bank has successfully scaled its expertise and set a high standard for operational efficiency in the region.”
