For 47 years, Unisys has worked with Bancolombia and delivered solutions that have made the bank a leader in Latin America. In 2020, their technology leaders needed to improve the employee support experience to serve a new generation of digital-native workers. It also needed a comprehensive solution for managing its hybrid and multi-cloud data infrastructure, improving security and restoring mission-critical services faster in order to meet national banking standards.
“Unisys understands our expectations of delivering a better customer experience and has strength in addressing security issues,” said Eduardo Rueda Ciro, Bancolombia’s Manager of Logistics and Administrative Services . “The security aspect is paramount to the value we offer to customers. For me it is very important that we continue with this strategic alignment between Bancolombia and Unisys.”
And when COVID-19 forced wholesale changes, Unisys’ focus on security gave Bancolombia the ability to shift to remote work while maintaining robust, secure support services.
Designed for a new generation of workers
The bank realized young workers prefer to fix an IT problem themselves if it saves time. But a PC failure, phone-configuration problem and cloud application authentication issue involve different degrees of complexity. The best solution would provide a combination of technical services, available remotely and on-site, with self-service solutions. Unisys launched three Tech Cafés at Bancolombia locations. They provide on-site Unisys expertise and technology vending machines. If employees need a mouse or cable, the solution takes only minutes.
When COVID-19 erupted, Unisys ensured the bank’s omnichannel contact center could deliver the same technical support experience to workers at home. It added secure access to Help Desk agents working from home to support 66,000 IT contacts, 63,000 business operations/HR/administrative contacts, and 6,000 monthly field service contacts. Unisys also implemented a Data Loss Prevention program to identify security risks in support of other bank interactions with Help Desk agents.
The Columbian government requires banks to have a Disaster Recovery (DR) plan. The existing on-premises DR system for the ClearPath solution required several hours to restore financial factoring services, the heart of a bank’s business. Every minute without the critical service represented lost business, disappointed customers and the threat of government action.
Unisys delivered Digital Workplace Solutions, including three Tech Cafés, each with technology vending machines, and a cloud-based omnichannel contact center with Stealth(identity)™ built-in. Our service desk supports 66,000 monthly IT contacts, 63,000 monthly business operations, HR, and administration contacts. We also provide field services to manage 6,000 monthly incidents, logistics and warehouse services, and support for document processing devices. Finally, we provided Enterprise Computing Solutions, including ClearPath® MCP Gold software, to migrate infrastructure for factoring services from a physical environment to a fully-virtual VMware platform.
Digital Workplace Solutions aren’t hard when you work with Unisys. You can be sure your project will be completed on time, on budget and will surpass your expectations.
Unisys understands our expectations of delivering a better customer experience and has strength in addressing security issues. The security aspect is paramount to the value we offer to customers. For me it is very important that we continue with this strategic alignment between Bancolombia and Unisys.
Eduardo Rueda Ciro
Bancolombia’s Manager of Logistics and Administrative Services
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