Data and personalization for a better customer experience
Last week, we participated as sponsors at the Tealium event in Mexico City, a key space to discuss the future of customer experience in the region.
During the event, Carlos E. Vázquez Barrios shared Belltech’s perspective on how data, personalization, and real-time orchestration are transforming the way organizations connect with their customers.
We thank everyone who took part and contributed ideas that continue to drive innovation in Customer Experience across Latin America.
BBVA Argentina, part of the global financial group BBVA, stands out for its focus on innovation and its commitment to supporting customers at every stage of their financial journey.
The bank is constantly striving to enhance the customer experience across all touchpoints, combining technology, design, and service to show each customer how much they matter and to help them achieve their goals.
Diego Beltrame, Relationship Principal Manager at BBVA, leads customer relationship models, with a special focus on self-service channels, branch layout design, and signage.
Challenge
In its ongoing pursuit of innovation, BBVA set out to optimize the experience across self-service channels and reduce waiting times at teller counters.
The bank needed a reliable technology partner with proven experience in the financial industry—one that could support this modernization process with flexibility, proximity, and continuous support.
When evaluating potential partners, BBVA prioritized three key factors:
Reliability and track record of the technology partner.
Proven experience in similar projects.
Ability to adapt to the bank’s specific needs.
Solution
Belltech was chosen for the quality of its solutions and the trust built through previous projects.
The Belltech team worked closely with BBVA, integrating as part of the same team to implement Hyosung ATMs and self-service equipment, as well as cash recyclers in branches.
The partnership combined cutting-edge technology with a hands-on, collaborative approach, ensuring a smooth implementation with no operational disruptions.
“The experience was very positive. What I value most is how Belltech’s team joined forces with BBVA’s—we worked as one single team”.
– Diego Beltrame, Relationship Principal Manager, BBVA Argentina
Results
The implementation of Belltech’s solutions enabled BBVA to:
Reduce teller waiting times, meeting the established SLA targets.
Modernize its self-service network, by integrating next-generation Hyosung technology.
Optimize the customer experience, by providing faster and smoother transactions.
Increase operational efficiency across branches.
The bank rated Belltech with the highest NPS scores, reflecting a high level of satisfactionwith the service provided.
“In this type of solution, after-sales and support are the most important aspects. In that regard, we feel confident with Belltech”.
– Diego Beltrame, Relationship Principal Manager, BBVA Argentina
Relationship and Future Vision
The relationship between BBVA and Belltech is characterized by trust, professionalism, and continuous collaboration.
Both teams maintain a close working dynamic, strengthening a partnership that goes beyond business and has evolved into a long-term strategic alliance.
Currently, BBVA continues to develop new projects with Belltech, reaffirming its commitment to ongoing innovation in customer experience.
“I value their proximity, flexibility, and support. If I had to define our relationship with Belltech, I’d say it’s a reliable partner that works side by side with us”.
– Diego Beltrame, Relationship Principal Manager, BBVA Argentina
About Belltech
Belltech is a leading provider of customer experience technology solutions, with a presence in Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, and Uruguay.
Through its omnichannel, automation, and self-service solutions, Belltech drives the digital transformation of the region’s leading financial institutions.
Innovation and learning came together at one of the year’s most prominent technology events
Belltech Colombia took part in BPro’s Tech Day, an event that brought together key players from the technology ecosystem to share insights on the impact of innovation in business.
Our speaker Patricio Bustos, delivered the talk “AI with Real Results: How Artificial Intelligence is Redefining the Future of Business”, highlighting concrete examples where AI is already reshaping the business landscape.
The event was an opportunity to connect, learn, and inspire new ways of applying technology with purpose.
We thank BPro for creating this space that fosters collaboration and growth within the technology sector.
During the event, use cases and solutions were presented that help optimize service, boost efficiency, and deliver more personalized experiences in the financial sector.
We thank our speakers Pablo de los Santos, Manuel Ramírez Martínez, María Bastidas Zarta, César Mejía Figueroa from Verint, and César Rodríguez, Country Manager of Belltech Colombia, for sharing their vision and expertise.
Technology + closeness = more human and personalized experiences.
Belltech and Verint Drive Innovation in Banking with an Exclusive CX Brunch
Belltech organized an exclusive CX Brunch alongside Verint, gathering financial sector clients to discuss how innovation is transforming in-branch banking services.
During the event, solutions were presented that digitalize and centralize branch operations, providing real-time actionable data to optimize the customer experience.
We thank our speakers Mariano Gabrielli, Martín Bolino, and Juan Pedro Esquerré for sharing their insights and expertise.
Technology + closeness = more human and personalized experiences.
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
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”.
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.
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.
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.
