Success Story
Viveo automates 93% of interactions and responds in seconds with Pipefy
Made up of 11 healthcare companies, Viveo faced a challenge of scale: each company handled customer service its own way. Standardizing that experience without making the operation rigid was what the group needed to grow, and it was what the company found in Pipefy.
Healthcare
Brazil
1,000-5,000
employeesTicket Management
The Challenge
Viveo brings together 11 companies and more than 20 operating units under the same group. Before Pipefy, each company ran customer service independently, with its own standards.
This decentralized setup made service processes manual and heavily dependent on email. Customers had no clear channel to follow up on and resolve their requests.
With more than 10 types of service spread across the group’s companies, standardizing the customer experience without losing control of the operation was the main obstacle to growth.
The Solution
With support from the consultancy AP Interactive, Viveo adopted Pipefy as the central platform to manage and automate its service workflows, from support to payment information. The company built a portal with Viveo’s branding, integrated with a chatbot, that funnels request intake into a single channel.
With Pipefy orchestrating the process, Viveo set up automation rules for ticket triage and reduced response time. Complementary tools, such as SMS and the ERP, were integrated into the platform in a standardized way. The integration removed information silos and gave customers visibility into every stage of their request.
The Customer Service team gained the autonomy to customize the more than 10 service workflow types without relying on the technical area, with specific tracks for each scenario.
Achieved Results
30s
Average time for automatic responses
+11
NPS points gained after support
93%
Of customer interactions automated
Centralizing on Pipefy replaced the volume of manual emails with automatic triage responses and let the team operate at scale, with workflows integrated into the business systems.
For the customer, the result is a journey with transparency and traceability. Easier problem resolution translated into customer satisfaction and raised NPS by 11 points.
“We needed a platform that could adapt to the healthcare market. It’s a complex, highly regulated sector full of rules, so Pipefy was the best solution to customize processes according to our needs.”
About the Company
Viveo is an ecosystem of solutions for the healthcare industry in Brazil. Made up of 11 companies, it brings together products and services in manufacturing, development, logistics, and retail, distributed across more than 20 operating units and distribution centers in every region of the country, with a workforce of between 1,000 and 5,000 employees.
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