Customer relationship management (CRM)

Going deeper - IT transformation helps Grupo Bancolombia deliver a higher level of service to customers

Since 1998, Grupo Bancolombia S.A. has grown rapidly to become one of the largest financial conglomerates in Colombia and has also expanded regionally through mergers and acquisitions. But it grappled with a familiar problem: integrating its various legacy systems and applications. In turn, integration challenges made it even more difficult to effectively manage operations and transactions across its enterprise. As a result of its aggressive growth, the bank was not providing the high level of service it wanted for its retail customers. As part of Bancolombia’s IT platform transformation, Deloitte collaborated with bank leaders to implement SAP® enterprise resource planning (ERP) and SAP customer relationship management (CRM) systems, helping the bank provide a higher level of customer service and become more agile in responding to customer needs.