How Nibo improved their customer onboarding and boosted their CS
The financial management software
Nibo is a financial management software that aims to help companies and offices all over Brazil simplify management by offering the best tools. It was founded in 2012 by 3 entrepreneurs that felt the need for a simple but robust software to make office’s financial routines easier.
Challenges
Pipefy offers us most of what we need to keep track of our Customer Success process. It’s no longer a luxury to have it. We literally need Pipefy to run our processes."
According to Bruno Ceccato, Nibo’s Customer Success coordinator, they have a big dream of becoming the biggest company for accountants in Brazil, focusing on rescuing the accountants' value. They’ve realized most of the accounting industry relied on obsolete software, in need of technology, processes, automation, etc.
Nibo is a young, innovative company dedicated to making the routines of thousands of companies in Brazil. Over 50 thousand companies currently use it to manage their accounts payable and receivable, making accounting a lot easier.
The company’s CEO, Gabriel Gaspar, saw an opportunity to increase accounting processes' efficiency and organization. Nibo makes both the accountant’s and the customer’s lives easier: by automating processes that were previously done manually, it increases efficiency and saves time.
Nibo’s goal is to help accountants migrate all information they need. Currently, the largest part of an accountant’s job is manual: he has many processes and tools that don’t integrate between them, generating a lot of manual labor for the team.
“The solution we thought was simple: offer the accountant’s customer a financial management tool that was simple, easy to use, and cost-effective. That tool would allow people to input accounts payable, receivable […]. It’s a huge benefit for the accountant’s clients. Besides helping them organize their finances, Nibo allows the accountants to use all the information the client input into the system on their accounting interface. “
Nibo and Pipefy
After we’ve built our new onboarding process, we needed a tool that allowed us to control it: Pipefy was the chosen one.”
Pipefy was first introduced to Nibo due to the need to organize their newly created Customer Success team – after the sales process was consolidated, they needed to have a team to take care of the customer experience. They needed a tool to improve their customer onboarding and measure its results, but they lacked the metrics, tools, and processes.
“We needed to improve our onboarding process and analyze the results. We’ve realized that the customer needed to see what the tool was worth early on, so we needed to keep track of how much time it stayed on each step of the process. After we’ve built our new onboarding process, we needed a tool that allowed us to control it: Pipefy was the chosen one.”
How this success story started…
Pipefy offers us most of what we need to keep track of our Customer Success process. It’s no longer a luxury to have it. We literally need Pipefy to run our process.”
Nibo needed a tool to help organize and manage their Customer Success team, and when once they’ve realized Pipefy offered everything they were looking for, they worked fast to implement it.
The CS team at Nibo uses many Pipefy’s features: checklists, due dates, late/expired alerts, email templates, attachment fields to manage contracts and other documents, etc.
“Pipefy’s checklists help us a lot, it really helps people understand what needs to be done on each phase. Nowadays, we use checklists a lot more like reminders of what needs to be done. […] It (the software they were using before) didn’t have late alerts: now we’re able to keep track of all the customers that are at a certain phase for too long.”
Pipefy has greatly improved Nibo's processes' organization, and now they keep track of many process-related metrics, such as SLAs, number of finished onboardings, etc.
The most important metric, according to Bruno, is the time on each phase “we control the flow of information, how many cards go through the pipe on that week, how many customers went through the whole process […]. We extract a lot of our churn and 'end of process' metrics from Pipefy. It surely impacts our metrics”.
The CS coordinator points out that his team is very productive, and Pipefy plays an essential part in it: “Pipefy offers us most of what we need to keep track of our Customer Success process. It’s no longer a luxury to have it. We literally need Pipefy to run our process”.
- Interviewee: Bruno Ceccato, Customer Success Coordinator
- Company based in: São Paulo, Brazil
- Using Pipefy since: August 2015