Nequi accelerates loan approvals and prevents $1.9 million in fraud with Dynatrace

Nequi, a business line of Bancolombia SA, is a digital financial platform that seeks to help improve people’s relationship with money. It offers a range of financial and non-financial services, including insurance and bill payments, cell phone recharges, and purchasing bus tickets. Nequi has experienced exponential growth, rising from 10 million to 22 million in four years. To support this growth and the expansion of its service offering, Nequi has modernized its IT operations, including migrating to a hybrid cloud architecture.

The availability and reliability of Nequi’s services is critical to enabling customers to make payments on time and manage their money. However, lack of real-time observability and siloed data sources made it difficult to detect issues, optimize user experiences, and support critical banking operations such as fraud prevention. Nequi needed a new approach that could offer a unified view of both on-premises and cloud environments. It also wanted to arm developers and business teams with data to make informed decisions quickly and continue innovating to ensure Nequi remains the regional banking leader in Colombia.

Nequi chose Dynatrace for its ability to provide real-time observability and consolidate both logs and business events within Grail, offering a unified view of its hybrid cloud environment with support for OpenTelemetry. The company was also drawn to Davis CoPilot’s ability to democratize data access by enabling non-technical teams to self-serve insights and make informed decisions without relying on IT support. With a single, accessible source of truth, teams can quickly detect anomalies, enhance fraud prevention, and streamline loan approvals—ultimately improving operational efficiency and customer experience.

“Grail gives us the ability to pull all real-time observability data—including logs—into one screen, enabling us to build apps and automations effortlessly,” said Diego Enciso, Observability Lead at Nequi. “We're using CoPilot like an onboarding assistant for people who don’t know Dynatrace Query Language. CoPilot helps them create queries, summarize, and analyze data without a technical background.”

• More reliable payments: Dynatrace provides a unified view of Nequi’s hybrid cloud environment, including its core banking platform, enabling teams to detect and resolve issues before they impact customers. This ensures seamless payment experiences, optimized system performance, and greater resilience as Nequi continues to scale.

• Enhanced fraud prevention: By combining logs and business events in Grail alongside AutomationEngine, teams can automatically detect anomalies and patterns indicative of fraud, so they can proactively prevent it. For example, teams can see abnormal transactions or when the same device is used to access multiple accounts in a short time. Nequi’s fraud team spends 20% less time on investigations and prevented $1.9 million in fraud in six months, supporting its commitment to protect its 21 million customers.

• Faster loans decisions: Previously, loan decision data was fragmented across multiple systems, making real-time approvals difficult. By integrating Dynatrace with its data mesh architecture, Nequi can now score customer eligibility faster and more accurately. This improves customers’ access to financial services and enables Nequi to achieve its vision of becoming a one-stop platform for all its customers’ money needs.

• Rapid innovation: Davis CoPilot is making observability and business events data more accessible to non-technical teams at Nequi, driving greater adoption of Dynatrace across the business. This enables teams to make faster, data-driven decisions and accelerate the rollout of new services, ultimately strengthening Nequi’s position as a digital financial leader in Colombia.

“Dynatrace is the best observability platform that we know. We’re not just being sold another tool to use—the Dynatrace team really want to create value for our company,” says Diego Enciso. “We now have complete visibility into 40 million transactions a day and total confidence in the reliability of our services. These capabilities are invaluable to our drive to help the people of Colombia have a better relationship with their money.”