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


Hours freed up in branches annually


Reduction in provisioning costs



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

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.

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