BBVA Argentina: efficiency and technology in customer service

BBVA Argentina, together with Belltech, implemented new technological solutions in its self-service channels. The introduction of Hyosung ATMs and recyclers improved service times, modernized operations, and enhanced the customer experience.

Background

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.