How Olist restructured their CS Processes with Pipefy
Olist is a company focused on uncomplicating business’ growth by connecting smaller businesses to big marketplaces. Not only do they help their customers’ business grow, they also help them actually manage them.
Using Pipefy we’re able to visualize our entire process as a whole as well as zoom in where we wish to. Because of that, we were able to identify our and our users’ bottlenecks in order to achieve a common goal.”
Bianca Estevao, CSM at Olist
The company is not a newcomer to the e-commerce segment – the business’ current structure is a reflection of a decade working with supporting small and medium companies get more customers. Most of that expertise was inherited from Solidarium, a company created in 2007 with the goal of becoming the largest craftsman marketplace in Brazil.
After realizing how the difficulty of reaching out to the large retail chains in Brazil wasn’t a problem just for craftsmen, Tiago Dalvi founded Olist in 2015 with the goal of helping each and every shopkeeper reach out to the best and largest national and international marketplaces. From then on, their team has expanded to the 60 employees they have today.
The company’s commitment is directly connected to structuring a solid business, focused on service excellence towards shopkeepers and end consumers. To do that, Olist bet all their chips on a sustainable business model that’s fair to all those involved.
Olist’s relevancy and viability is known worldwide – they were a part of 500 Startups Acceleration program (just as Pipefy) and received investments from many funds, such as RedPoint Ventures.
They currently have an entire area dedicated to customer onboarding. It focus on teaching their customers to thoroughly understand what Olist is and what it does. In order to grow, it’s essential that the user has the necessary knowledge of the platform and their business.
There were 3 main reasons why Olist started using Pipefy: first of all, they were investing on a tool that wasn’t giving them the expected results and automation possibilities. Second, they needed a tool that allowed them to visualize the entire process transparently, identifying bottlenecks, critical difficulties and improvement points and third Olist’s founder and CEO, Tiago is friends with Pipefy’s founder and CEO, Alessio Alionço.
We’ve came to a point when we had a huge amount of accounts and our process wasn’t working. We couldn’t talk to everyone so we’ve decided to change. We felt blind, we needed to show the onboarding area’s numbers and metrics in order to grow in an organized manner.”
Natália Belloli, CSM at Olist
At Olist, before kicking off their client success process, they used to offer an “entry consultancy” in which they explained everything the customers could do with Olist as well as answered any questions they had.
They were facing the need to be more proactive so they’ve kicked off their Client Success process. They could make the dream of restructuring the area come true and, with Pipefy, they were able to restructure the area even further.
Pipefy gave the Client Success area the resources they needed to grow internally and become an internal reference for all other teams.
“Using Pipefy we’re able to visualize our entire process as a whole as well as zoom in where we wish to. Because of that, we were able to identify our and our users’ bottlenecks in order to achieve a common goal.” says Bianca Estevao.
“We’ve came to a point when we had a huge amount of accounts and our process wasn’t working. We couldn’t talk to everyone so we’ve decided to change. We felt blind, we needed to show the onboarding area’s numbers and metrics in order to grow in an organized manner.” says Natália Belloli – Olist CSM
Olist’s Customer Success team came to a moment where they had a huge amount of incoming new customers and they just couldn’t handle them all. They didn’t feel safe managing the area.
They didn’t even give any other tools a try – they knew what they were looking for and that Pipefy would cater to those needs.
It took them around 2 weeks to initially structure their CS processes and they’ve been continuously improving them ever since.