Banco Davivienda: Accelerating Digital Transformation with Google Workspace

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Banco Davivienda, Colombia’s third largest bank, was facing a challenge in improving its customer ratings due to its continued reliance on manual processes. Despite having a reputation as a banking innovator and a trusted financial services provider, the bank recognized the need for a digital transformation to enhance customer interaction and drive efficiencies. The bank identified six transformation projects, including a sales performance model, sales digital support, self-learning, digital and effective meetings, digital workflows approval, and project management. However, the bank needed a technology partner to support this transformation and help change the way people worked, drive efficiencies, and improve performance.

Banco Davivienda is Colombia’s third largest bank, with more than 10 million customers. Established over 40 years ago, it has operations in 6 countries including the United States. In recent years, it has expanded from its roots as a mortgage lender to offering 100 percent digital products, including the award-winning Daviplata mobile money transfer platform. It now has more than 5 million mobile banking customers – equivalent to about 37 percent of the Colombian mobile banking market. The bank is known for its innovative approach to banking and its commitment to providing trusted financial services.

Banco Davivienda chose Google Workspace to underpin its digital transformation. Google Workspace was ready to deploy, which allowed the bank to start the transformation without having to spend time developing a costly application. Over the next 8 months, the bank migrated over 19,000 employees across 800 offices and 6 countries onto Google Workspace. The bank also introduced Google Meet to reduce the number of face-to-face meetings by 50 percent. Google Workspace tools replaced the notebooks and scraps of paper that had previously been used by the bank’s 6,000-member customer-facing commercial team. The bank also created a bespoke application using Google Cloud Platform to manage the valuable data generated via these interactions.

• The digital transformation had a massive impact on Banco Davivienda's operations. The digitization of commercial activity across the bank led to more consistent follow-up processes and higher sales. The introduction of Google Meet reduced the number of face-to-face meetings and helped to reduce travel, even between offices in the same city. The bank also created custom reports and dashboards using Google Data Studio, which saved managers time by providing them with the information they needed without having to search for it. The bank also developed a meeting management tool, which helped to track follow-up actions from meetings. The transformation also led to a cultural shift within the bank, with more than 200 initiatives now underway to transform how people work across the business.

• Transformed work for 19,000 employees in 6 countries

• Delivered efficiency savings in excess of US$2.8 million

• 15% sales increase in the first 6 months