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 and lacked visibility between steps, making it difficult to manage the customer journey end to end.

This fragmentation directly impacted process consistency, 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 within a single environment, connecting existing workflows and creating a more consistent and transparent operation. The initial focus was on developing internal champions, ensuring that processes were not only implemented but also 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 decision-making, better prioritization, and clear identification of bottlenecks across 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 AI, particularly in complex processes, with a focus on reducing rework and increasing operational efficiency.

Under the coordination of Emanuela de Barros Luna, the Champion responsible for the partnership, the centralization of workflows with Pipefy enabled the operation to run in a more structured way, with visual management, real-time data, and greater predictability. The automation of critical steps and the use of AI reduced rework, optimized how teams use their time, and created a solid foundation for operational efficiency.

According 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 to reduce lead time by up to 30% in more complex workflows, reinforcing its 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 across multiple markets through innovative solutions in imaging, healthcare, and business services. Guided by the purpose of “bringing more smiles to our world,” the company combines innovation, technology, and a strong focus on customer experience to drive the digital transformation of its operations.