Banco Sofisa delivers 95% of requests on time with Pipefy

Banco Sofisa values excellence in service, but the operation between commercial managers and the operations team was hindered by non-standardized flows.

All service requests were made 100% via email, which resulted in difficult communication and low efficiency in meeting deadlines. Without management tools, the operations team lacked traceability and the ability to extract performance metrics.

The previous scenario was defined by fragmented, parallel conversations for every request and constant interruptions of analysts for status updates. This lack of transparency prevented the operation from scaling and obscured critical visibility into team productivity.

The institution adopted Pipefy to centralize all requests in a single Portal, organizing critical processes such as contract implementation and specific post-sales requests (reversals, transactions, and tariff changes).

Commercial managers now utilize standardized forms, ensuring the operations team receives all necessary data upfront and eliminating the need for exhaustive back-and-forth messaging. The implementation also introduced automation for assignee triage and triggered real-time status updates via email, keeping requesters informed without manual intervention.

In addition, Sofisa integrated Pipefy with RPA (Robotic Process Automation) technology, allowing robots to autonomously execute repetitive tasks based on structured data in the platform, increasing the precision and speed of deliveries.

Digital transformation at Banco Sofisa allowed management to make decisions based on concrete data, with real-time reports on the volume of services and execution time.

The autonomy gained through standardization eliminated the need for constant status inquiries, allowing the operations team to pivot their focus toward higher-value initiatives.

The direct impact was felt in the customer experience, with the establishment of predictable SLAs and a compliance rate of 95%. The gains in operational efficiency paved the way for expanding Pipefy into other departments, including HR and IT, effectively consolidating a culture of automated, scalable processes across the entire organization.

Founded in 1961, Banco Sofisa is a Brazilian financial institution focused on serving companies and large investors. Renowned for its innovation in credit analysis and commitment to service excellence, the company operates a network of 15 branches offering a comprehensive suite of foreign exchange, insurance, and investment solutions.