Bancolombia

PROFILED ORGANIZATION:

Bancolombia is an award winning, full-service financial institution that provides banking services to customers in 12 different countries and is one of the 10th largest financial groups in Latin-America.

CHALLENGE:

Bancolombia needed to develop a virtual workforce that combined human, robotic, cognitive, and analytic capabilities to enhance banking customer experiences, automate repetitive tasks and increase efficiency across the board. The largest part of this challenge for Bancolombia was the transformation of the working methodology and coordination of human and robotic workers.

SOLUTION:

With bots from Automation Anywhere, Bancolombia sifts through structured, semi-structured, and unstructured customer data to transform their BPM. Bots automate hundreds of processes and greatly increasing back office efficiency, saving Bancolombia a significant amount of time servicing customers. This has led to an increase in CSAT numbers and has created additional revenue streams.

BENEFITS:

  • 127K Hours freed per year in branches
  • 11K Days saved with back office automation
  • 51% Increase in efficiency of service time
  • $19M Reduction in provisioning costs
  • $7M Income from new revenue streams
  • 1300% Return on investment

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