Modernization and Efficiency in ATMs

Bancolombia, together with Belltech, unified the management of its self-service network, upgrading old equipment and streamlining operations to provide customers with a faster and more intuitive experience.

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