Case Study
How Viveo Digitally Transformed Their Customer Experience


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.
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.
Industry: Healthcare
Business size: 1,000-5,000 workers
Departments: Customer Service
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.
Companies
Operational units in Brazil
Types of support
Integrations for request opening
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
seconds for automatic responses on average
points in clients’ post-service NPS
of customer interactions are automated
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