BanCoppel: Technology modernization and an integrated omnichannel experience

How BanCoppel transformed its operations across more than 1,287 branches by redesigning its services, adopting a distributed architecture strategy, and implementing an agile product model.

INDUSTRY

Banking & Finance

SCOPE

Nationwide (>1,280 branches)

CHALLENGE

Legacy ecosystem and high friction in the customer experience

OUTCOME

Distributed architecture and integrated omnichannel

The Challenge

BanCoppel faced critical challenges stemming from a legacy technology ecosystem that limited its growth and caused long lines and friction in the customer experience. With more than 1,287 branches and thousands of developers, its operating model lacked the agility needed for the future.

The bank urgently needed to rethink its architectures and processes to move toward an integrated omnichannel experience, seamlessly blending in-branch service with digital platforms.

The Solution

RD ITS supported BanCoppel from strategic coordination through execution, implementing a new distributed technology architecture and optimizing customer journeys across every touchpoint.

Agile methodologies and a structured product model were introduced, organizing the IT ecosystem to ensure traceability, governance, and continuous tracking across large-scale initiatives.

RESULTS

Omnichannel

An integrated strategy to improve the customer experience.

>1,287

Branches with transformed operations.

Efficiency

Self-service and digital assistance enabled.

Scalability

Rollout of new distributed technology architectures.

Governance

Clear controls and traceable execution for development teams.

SUCCESS FACTORS

Product Model

IT teams evolved into strategic, business-focused roles.

Agile Methodology

Orderly execution with defined plans and continuous control at scale.

Integrated Omnichannel

Optimized synergy between in-branch service and digital channels.

Core Architecture

Modernized, scalable operating foundations for the next 10 years.

LEARN MORE ABOUT OUR CASE STUDIES

Juan Manuel Fernández Islas, Director of Digital Transformation, Systems and Operations at BanCoppel, shares the bank’s operational and technology transformation, carried out in collaboration with RD-IT, to modernize the banking ecosystem, optimize operations, and strengthen the customer experience.

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