Case Study

How Viveo Digitally Transformed Their Customer Experience

About Viveo

Viveo is a Brazilian ecosystem that provides solutions for healthcare industries. Composed of 11 companies, Viveo offers a range of products aimed at everything from manufacturing and development to logistics and retail. 

As of 2021, Viveo has over 20 operational units, distribution centers in all of Brazil’s regions, and approximately 4,300 workers.

Case overview

Viveo always has the customer at the center of their strategy and is acknowledged for promoting innovation in the healthcare market. Viveo’s team started a digital transformation process at the beginning of 2020 in order to positively impact their customers’ experience. For this, Viveo relied on AP Interactive, an agile methodology consulting firm for process improvements.

With AP Interactive’s help, Viveo used Pipefy to manage and automate several customer-related workflows, from support and FAQ through to payment information. Pipefy’s main advantage was allowing the company to build a solutions portal with its own visual identity and chatbot integration. This created a unique brand experience for their customers.

Specifications

    • Industry: Healthcare

    • Business size: 1,000-5,000 workers

    • Departments: Customer Service

    • Process: Customer Support

About AP Interactive

AP Interactive is a consultancy focused in transform businesses and their products. The four main pillars of the company are Agility, Interactivity, Automation and Technology. AP Interactive is a Pipefy Partner since September of 2019.

11

Companies

+20

Operational units in Brazil

+10

Types of support

3

Integrations for request opening

Viveo before Pipefy

  • Processes and customer requests were independent, without a central model. Each of the group’s companies dealt with them their own way.
  • Customers had little visibility and a hard time solving their issues with Viveo.
  • Customer support processes were handled manually and decentralized. Workers used a lot of email for these processes.

Viveo after Pipefy

  • Rules set up to automate screening and speed up customer service processes. 
  • Autonomy to adapt and customize service flows without depending on the technical team.
  • Centralization of all processes in a single tool: Pipefy. All other solutions are integrated to Pipefy, such as ERP software, chatbot, and SMS.
  • Standardized services and specific trails for each type of customer support.

We needed a platform that could adapt to the healthcare market. It is a complex and highly regulated industry, full of rules, so Pipefy was the best solution for customizing processes according to our needs“ 

Eduardo Linhares, Customer Experience Manager at Viveo

By implementing Pipefy, we managed to gain agility in the processes. Pipefy is where our processes are orchestrated, and we quickly create integrations with other platforms, customizations, and process automation." 

Renato Sozzi, Executive Director at AP Interactive

Key Results

30s

seconds for automatic responses on average

+11

points in clients’ post-service NPS

93%

of customer interactions are automated

Integrations

Research and update data on payments and ticket emissions

Opening calls via Whatsapp and Chatbot

Customer Care portal: A Viveo portal that uses Pipefy as its back-end

About Pipefy

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