Vindi cut customer onboarding from 120 to 33 days with Pipefy

For Vindi, growth meant credentialing and onboarding a steadily rising volume of customers. Before Pipefy, that work lived in spreadsheets and a set of disconnected task-management tools, with no single standard. The process was manual and decentralized, which left leadership without visibility into where each customer stood and made pulling metrics slow.

The biggest risk sat in the handoff between Sales and Onboarding. Details got lost in the exchange, the first touchpoint with the customer slipped, and rework piled up. Every new contract added operational effort in equal measure, and the team spent hours on repetitive tasks instead of speeding up customer activation.

Vindi adopted Pipefy to run its entire post-sales operation as a single workflow, integrated with its sales CRM (Salesforce). With that integration in place, credentialing and onboarding kick off automatically the moment a deal closes in the commercial system, which removes the manual data transfer between teams.

Standardization comes from the structure of the process itself. Required fields ensure that no customer moves forward without complete information, which cuts human error and rework. As each stage closes, Pipefy sends automated emails to stakeholders and end users, keeping communication in step with the operation. When a customer finishes onboarding, an automation hands them off to the Customer Success queue with no manual intervention.

Because Pipefy is a no-code platform, the operations team builds and adjusts the workflows itself. With everything in one place, leadership now measures the process end to end through real-time dashboards and reports, and makes decisions backed by data.

Replacing manual steps with automation expanded the operation’s capacity without raising costs at the same rate as revenue. Onboarding became 89% more efficient, which lifted performance across the entire operation. Average onboarding time fell from 120 to 33 days, and credentialing dropped from 6 to 3 days, half of what it took before. In a single year, automation gave the team back 736 hours.

On the customer side, the impact shows up at the very first service: faster access to the Vindi ecosystem and consistent communication at every step. For the business, the gain is structural. More than 3,000 customers moved through the process in two years, and the team redirected the hours once spent on repetitive tasks toward higher-value work.

Vindi is a payments fintech focused on recurring charges and billing. It helps thousands of service companies, e-commerce businesses, subscription models, SaaS companies, and gyms professionalize how they bill, and it is one of Brazil’s pioneers in recurring revenue business models.