Case Study: Helm Bank achieves growth from 70,000 to 120,000 customers and boosts sales and 76% retention with Alvaria

Sales and productivity increase with an Aspect unified solution

Helm Bank, a private financial institution headquartered in Bogotá with 80 offices in Colombia and regional representation across Latin America, wanted to differentiate its services by improving the customer experience and capturing more customers. The bank established five service standards—assigning an “Experience Manager” in branches, providing a 24x7 contact center, giving product orientation in two minutes or less, eliminating branch lines, and delivering same-day approvals—and aimed to grow business through telemarketing and targeted contact-center campaigns.

To meet those goals Helm implemented Aspect Unified IP, a single multichannel platform for inbound, outbound and blended voice and digital interactions that enabled flexible campaign building and rapid scaling. The results included customer growth from 70,000 to 120,000, nearly $3 million in phone sales in under two years, retention of 76% of customers who had intended to cancel, VIP satisfaction above 95%, a shift of many transactions away from branches, and expansion of contact-center capacity from 60 to 300 seats.

Helm Bank

Vicente Lacambra

Vice President, Executive Experience and Multichannel Distribution