Bancolombia RPA Case Study | Automation Anywhere

Swiftly processing unstructured data creates new revenue streams.

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.

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Customer Quote

We have achieved a 50% increase in customer service efficiency in the branches where front office automation has been implemented.

Jorge Ivan Otalvaro
VP Service Delivery and Operations

Customer achievements.

Customer Achievements

127K

Hours freed up in branches annually

$19M

Reduction in provisioning costs

1300%

ROI

Bancolombia drives smoother, faster, banking processes with intelligent automation.

Bancolombia was able to evaluate the potential of robotics during a proof of concept. The Business and IT teams explored different tools and focused on their capabilities. As a result, implementation strategies were defined. Based on the results, a business case was established that allowed them to identify the expected investment return and to propose the implementation requirements including:

RPA Tools definition
Governance model with balanced responsibility between the Business and IT areas
Operational Model
CoE implementation
Security schemes
Technological Architecture
Process Prioritization Schemes

Intelligent automation has allowed them to improve their front and back office capabilities. Overall banking processes are smoother and faster than ever before. Responsible for over 14 million clients and 32 thousand employees, Bancolombia ingests and leverages a high volume of customer data every day. Since introducing digital workforce capabilities, they’ve saved more than 127K hours of time in their branches, increased customer satisfaction, and opened new revenue streams.

Processes automated.

Credit review
Collections
Clearance and settlement

Capital markets
International business

Creating world-class customer experiences with automation.

Bancolombia has implemented hundreds of bots in their first year and will continue to expand their digital workforce. They plan to combine human capabilities, RPA, cognitive, and analytics to deliver a world-class experience to their banking customers.

Customer Quote

Bank leadership is excited because we recovered our investment with a 1300% roi within the first year.

Jorge Ivan Otalvaro
VP Service Delivery and Operations

Customer overview.

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.