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.
For Bancolombia, RPA is not an isolated strategy; instead, it is a capability that leverages the achievement of the organization's strategic objectives within our Intelligent Automation Process Framework.
"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