Fujifilm and Pipefy: the journey to 30% less lead time in Customer Success Management

Before adopting Pipefy, Fujifilm already relied on different systems to support its operation. The main challenge, however, was the lack of connection between those systems. Processes existed, but they were fragmented, with limited visibility between steps, making it difficult to manage the customer journey end to end.

This fragmentation directly impacted process standardization, data reliability, and the speed of decision-making. Without a centralized view, identifying bottlenecks, prioritizing actions, and driving continuous improvement became a complex effort, especially within the Customer Success Management operation.

Pipefy was chosen to structure Customer Success Management in a single environment, connecting existing workflows and creating a more standardized and transparent operation. The initial focus was on developing internal champions, ensuring that processes were not only implemented but effectively adopted by the teams involved.

With the platform, Fujifilm began operating with visual management at every step of the customer journey, greater standardization, and centralized, reliable data. This enabled faster decisions, better prioritization, and a clear identification of bottlenecks throughout processes.

Building on this foundation, the company expanded Pipefy to more than 50 processes across 13 departments and began evolving workflows with advanced automation and the use of AI, especially in complex processes, focused on reducing rework and increasing operational efficiency.

By centralizing workflows with Pipefy, the operation began to run in a more structured way, with visual management, real-time data, and greater predictability. Automating critical steps and using AI reduced rework, optimized how teams use their time, and created a strong foundation for operational efficiency.

Acording to Maria Eduarda Duarte, IT Analyst at Fujifilm, the use of artificial intelligence in Pipefy has accelerated operational activities and reduced rework, especially in processes that involve documentation analysis and bureaucratic steps. Intelligent automation brings more agility to traditionally complex workflows, reduces delays and errors, and frees teams to focus on direct customer support and higher-value work, raising the quality of the experience delivered.

Based on these gains, Fujifilm set its next milestone as reducing lead time by up to 30% in more complex workflows, reinforcing a continuous journey of operational evolution in Customer Success Management.

Fujifilm is a global technology and manufacturing company with more than 90 years of history, operating in different markets through innovative solutions in imaging, healthcare, and business. Guided by the purpose of “bringing more smiles to our world,” the company combines innovation, technology, and a customer experience focus to drive the digital transformation of its operations.