Agora Distribuidora consolidates 60+ processes with Pipefy

After roughly five years on Pipefy, Agora Distribuidora was capturing only a fraction of what the platform could deliver. Processes were inconsistent, fields were duplicated, access was limited to a handful of teams, and there was no structured training in place. Most employees submitted requests through public forms with no visibility into their own cards. They didn’t know who had opened a ticket, what stage it was in, or how to follow up on it.

In practice, Pipefy worked for the people running the processes but created friction for everyone requesting them. The lack of governance fueled rework, repeated questions, and a chronic dependence on email for workflows that should have been centralized. At one point, the situation pushed the company to consider replacing the platform altogether.

The internal reading, however, told a different story: the problem wasn’t the tool. It was the way the tool was being used.

The turning point came with the contract renewal, which extended platform access to every department in the company. Under the leadership of Manuela Sanches, Systems and Projects Coordinator, the team launched a structured revitalization project, backed by ten Pipefy Academy certifications completed in-house to deepen their technical command of the solution. The first priority was to put the house in order: standardizing naming conventions and colors, eliminating redundant processes, consolidating similar workflows, and building more intuitive interfaces for end users.

With the foundation in place, automations and conditional rules began delivering end-to-end traceability. The legacy CRM, considered cumbersome to operate, was retired and rebuilt entirely inside Pipefy, centralizing information and cutting third-party licensing costs. In parallel, the company integrated Pipefy AI into critical document analysis steps, with particular focus on reimbursement pre-approval and invoice validation.

The transformation went well beyond technology. The systems team stepped away from the role of “solving things for users” and started teaching the logic behind the workflows, through both individual and group training. That shift in posture expanded autonomy across teams, cut down on basic questions, and turned employees into active contributors to the operation’s continuous improvement.

The revitalization placed Pipefy back at the center of Agora Distribuidora’s operation. Automating the registration of sales reps, customers, and account changes made it possible to eliminate an entire role previously dedicated to that manual work. Invoice validation, once a task that consumed hours of sales reps’ time, now takes under two minutes through AI, giving the commercial team its time back.

In the same movement, the order release process, previously held together by long email chains of roughly fifty messages per request, migrated to a single, traceable flow inside Pipefy. Today, with more than sixty active workflows running across virtually every area of the company and a custom CRM built on the platform, Pipefy stands alongside the ERP as one of Agora’s core operational tools, delivering levels of control, traceability, and scale that the previous setup simply couldn’t support.

Founded in 1993, Agora Distribuidora is a technology and communications company with more than 30 years in the market. In 2023, marking three decades of operation, the company adopted a one-stop shop model, broadening the portfolio of products and solutions offered to its clients. During the same period, it went through a rebranding process that reinforced its values of convenience, collaboration, and flexibility, with a clear focus on innovation and on staying aligned with industry trends.