Davivienda transforms company culture and becomes 100% digital in collaborative work
About Banco Davivienda
Banco Davivienda is the third largest bank in Colombia, with over 16 million customers. Established over 40 years ago, it operates in six countries, including the USA.
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Contact usWith Google Workspace, Banco Davivienda transformed internal processes and company culture and greatly increased productivity and sales.
Results
- 15% increase in sales in the first 6 months
- Saves 24,000 hours of work per year on average
- Around USD 9 million in profit from deploying Google Workspace
- Paper use was cut by nearly 2 million sheets
Increased productivity for 80% of its employees
Banco Davivienda is the third largest bank in Colombia. Achieving this position, and over 16 million customers who trust its services, has resulted from growth in which digital transformation has played a crucial role.
Now present in more than six Latin American countries, the company has expanded in recent years due to a mindset of consistent innovation. Being friendly, reliable and simple—key traits of Davivienda—requires strategic alliances and robust infrastructure.
Davivienda joined Google Workspace in 2017. It realized that earning a reputation as an innovative bank and changing its workers’ culture meant leaving behind manual processes and going fully digital. As explained by Mónica Andrea Díaz Pinzón, the company's Transformation Integrator, Banco Davivienda was known among its customers as a digital bank, “but we weren’t that digital internally.”
Migrate to innovate
The first steps in the digitization journey were migrating to the cloud and providing every user with the information they needed to adopt new technologies.
Consequently, the company set out to identify the areas and projects that could boost efficiency and improve staff performance, including a sales performance model, digital sales support, self-learning, digital meetings, digital workflow approvals and project management.
The second step was creating consistent training spaces, paying special attention to practices that help teams find potential far-reaching, beneficial changes using Google Workspace.
“We started trying to bring about changes inside the organization and talked a lot about the need for internal transformation to change our way of working, communicating, and learning.”
—Mónica Andrea Díaz Pinzón, Transformation Integrator, Banco DaviviendaAlthough changing working practices and eliminating outdated tools and manual tasks seemed unattainable in the short term, planned change management helped Davivienda migrate and optimize tasks in just six months of deployment.
During this process, Banco Davivienda maintained a quick pace, even creating a Transformation Office that acts as a deployment hub for Google Workspace solutions. As a result, the bank’s more than 17,000 workers can automate tasks and optimize processes with cloud tools.
Driving growth
The deployment of collaborative Google Workspace tools brought meaningful changes in company culture, improving the employees’ way of learning and communicating.
Change management made it possible for 80% of workers to adopt Google Workspace solutions such as Docs, Sheets, Drive, Meet, Slides, Gmail, and Calendar. They replaced their old notebooks with cloud technology, thus managing to save nearly 2 million sheets of paper, and held shared meetings and calendars.
Productivity was also significantly impacted, as the work of 29 people was optimized, allowing them to switch from operational/administrative tasks to more strategic ones. This shaved 24,000 hours off the operational load.
Google Workspace has now transformed project management with over 2,300 initiatives; 1,458 have been completed, impacting internal processes, customer service and sales. In the first six months of deployment alone, sales increased by 15%.
In addition, by requiring every team member to register a standard dataset on all interactions with customers in shared sheets, Banco Davivienda was able to go further and create a tailored app to manage these valuable data. Now the company can log information on more than 37,000 prospects, which the business staff can access securely.
Another milestone achieved by Davivienda after deploying Google Workspace solutions is the possibility of generating data analytics based on reliable information. The bank has created 19,000 customized reports and dashboards to date using Looker Studio.
More possibilities in times of disruption
The impact of transformation can also be felt in light of the current context. Davivienda has been able to keep up with its customers' demand during the months of isolation due to the COVID-19 pandemic and provide answers in real time to the contact center’s requirements. Collaborative tools have also allowed the company’s workers to keep doing their jobs from home without losing communication and daily contact with work teams.
“I’ve been working from home for 10 months. This would never have been possible for our bank without Google Workspace solutions as they enable us to keep working, be connected, communicated, and make things happen from home.”
—Mónica Andrea Díaz Pinzón, Transformation Integrator, Banco DaviviendaThe key to achieving this was leveraging Google Meet, which was already used for large meetings. In early 2020, they began using it almost every day to keep everyone connected without distinctions, and so the tool became an essential means of integration.
“Using Google Workspace has allowed us to make solutions more democratic. Before adopting Meet, we had an app just for a few positions and everybody else had to commute to work. Now, we’re all connected and no one needs to leave their home.”
—Mónica Andrea Díaz Pinzón, Transformation Integrator, Banco DaviviendaProcess improvements obtained by adopting Google Workspace have saved an average of 24,000 hours of work per year so far, meaning savings of around USD 9 million in operational expenses.
In the future, Davivienda aims to continue with its digital transformation and add more tools to deliver more value to its users, as well as more security, one of the pillars to improve the quality of financial services worldwide.
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Contact us
About Banco Davivienda
Banco Davivienda is the third largest bank in Colombia, with over 16 million customers. Established over 40 years ago, it operates in six countries, including the USA.