Month: September 2025

Background

Bancolombia, part of the CIBES group, is a universal banking institution serving customers across all socioeconomic segments, from individuals to large corporations. Its self-service network has more than 4,900 ATMs and an extensive infrastructure of multifunctional devices.

Challenge

The diversity of brands and references in its self-service network generated significant operational complexity. Each manufacturer required different software, which made management difficult, slowed down updates, and increased maintenance costs.

Bancolombia needed to:

• Unify its network administration under a single platform.
• Reduce time to market for updates.
• Revamp the customer experience in its self-service channels.

Solution

Bancolombia found in Belltech a multi-vendor solution capable of centralizing the administration of all its ATMs and multifunctional devices in a single application.

The implementation was possible thanks to close collaboration with Belltech Colombia, which joined Bancolombia’s internal team to deploy the solution in record time.

Results

• Self-Service network modernization: Equipment with decades of use that now look and perform like next-generation.
• Enhanced customer experience: Faster transactions, an intuitive digital interface, and greater fluidity in interaction.
• Centralized and efficient management: Remote updates without direct intervention on each machin.
• Strategic Alliance: Belltech evolved from provider to partner, sharing and executing Bancolombia’s strategic objectives.

Testimonial

“The relationship with Belltech is close, friendly, and very professional. They are partners who understand you, listen to you, help you, and also challenge you. I think that’s key in today’s world: showing you new experiences and use cases that inspire us. If I had to describe Belltech in one sentence, I would say: a partner who listens to you and supports you”.

– Claudia Posada, Head of EVC Physical Distribution at Bancolombia

Background

ITTI is a Paraguayan company chaired by César Astigarraga, with more than 10 years with the group. Its beginnings were linked to providing banking email services for financial institutions. Over time, ITTI incorporated international partnerships and strengthened its focus on building digital experiences, becoming a key player for several financial institutions in the country.

Challenge

The company needed to restructure its way of working and seek more flexible and robust technological solutions. This included finding hardware and software that would adapt to its technological sovereignty goals, that is, being able to build and control its own solutions without depending on a single supplier.

Solution

During this process, ITTI met Belltech, which offered the KAL solution, recognized for its multi-vendor capabilities. After testing and delving into its functionalities, ITTI identified that this tool aligned with its goal of technological independence.

Furthermore, the implementation was accompanied by a new work methodology (Agile Workbench) that allowed it to optimize processes, improve collaboration, and accelerate the delivery of results.

Results

• Implementations with faster execution times than the industry standard.
• High levels of customer satisfaction, according to surveys on the self-service experience.
• User-Friendly equipment well Aaccepted by end users.
• Growth with multiple brands thanks to the flexibility of the multivendor solution.
• Synergistic collaboration: ITTI and Belltech work as one team.

Testimonial

“I would highly recommend working with Belltech to other companies. I highlight their openness, their constant listening to customer needs, and their ability to adapt. Today, after all this experience, we struggle to find weaknesses in the relationship. Like us, Belltech seeks quality and rapid solutions that generate value in the market”.

– César Astigarraga, CEO ITTI

Challenge

Starken sought to improve the customer experience for parcel delivery and pickup by optimizing service times and adapting to the self-service needs of the courier industry.

Solution

In 2021, Starken implemented its first 24/7 automated branch in Chile, located in the Las Condes HUB. Equipped with self-service totems, the system allows shipments to be delivered in less than a minute, significantly reducing wait times. Belltech supported the project with customized solutions, adapting to specific challenges and ensuring a fast and easy digital experience for customers.

Results

• Significant reduction in wait times.
• First 24/7 automated branch in Chile for the courier sector.
• Improved customer experience, with more agile and efficient processes.

Challenge

COFIDE sought to optimize its Collections and Disbursement processes, reducing management time and minimizing errors associated with manual and repetitive tasks, in order to advance its digital transformation.

Solution

In 2021, COFIDE implemented a Robotic Process Automation (RPA) solution with Belltech. This technology streamlined the execution of cross-functional and repetitive tasks, achieving greater precision and operational efficiency.

Results

• Significant reduction in work time: from 4.5 to 2.2 hours per operation.
• Minimized errors in critical processes.
• Cost optimization and increased efficiency.
• Improved productivity, allowing teams to focus on higher-value tasks.
• Boosting digital transformation, laying the groundwork for new technology initiatives.

Challenge

Banco BIND sought to boost the performance and capacity of its trading desk, increasing trader positions and strengthening its leadership in innovation within the financial sector.

Solution

In collaboration with Belltech, the bank implemented Soft Turret, complemented by 25 state-of-the-art turrets and the BT Trading solution. This technological integration allowed traders to operate agilely, independently, and remotely, ensuring greater security and flexibility in operations.

Results

• Greater agility and productivity in trading desk operations.
• Technological upgrade, incorporating state-of-the-art tools.
• Continuous growth, with the expansion of trader positions.
• Improvements in operational efficiency and security.

Challenge

Banco Macro sought to strengthen its customers’ digital experience by offering faster and more efficient customer service through digital channels while reducing the burden on its Contact Center.

Solution

With the support of Belltech and Nuance, the bank implemented the virtual assistant “eMe,”, based on Nina AI technology. This assistant established itself as the first point of contact in digital channels, responding to queries smoothly and naturally, ensuring efficiency and personalization.

Results

• Automation and efficiency in customer service.
• More than 135,000 monthly interactions, with continuous learning and improvement.
• Process optimization, reducing the burden on the Contact Center.
• Improved user experience, with natural responses tailored to each customer.

Challenge

Banco Macro buscaba sought to integrate the best of the physical and digital worlds in its branches, offering customers an intuitive and efficient experience for conducting non-monetary transactions.

Solution

With the support of Belltech, the bank implemented the Smart Self-Service Digital Transformation Program (TAG), through self-service terminals. This solution allows customers to perform inquiries, manage passwords, and other operations quickly, securely, and easily, significantly improving the branch experience.

Results

• Improved customer experience and satisfaction.
• Greater operational efficiency in branch management.
• Security and accessibility in all transactions.