Sofisa Bank: Enhancing Customer Services through Automation with Pipefy

Sofisa Bank, established in 1961, is a leading company in credit analysis with a strong focus on providing exceptional customer support. The bank operates 15 agencies across Brazil, offering a wide range of products and services, including investments, insurance, exchange services, foreign trade, financing, and loans. Customer support is a vital operation for the company, with a commercial department that connects directly with customers and an operations team that fulfills all service requests.

Sofisa Bank, a leading credit analysis company in Brazil, was facing challenges in managing customer requests due to unstandardized solutions. The bank's commercial department, which directly connects with customers, and the operations team, which fulfills all service requests, were struggling with communication. The exchange of requests between these departments was conducted entirely through email, without any standard or oversight. This lack of standardization often led to missed deadlines and complicated exchanges, negatively impacting the customer experience.

In 2020, Sofisa Bank decided to centralize all customer requests in Pipefy, an online platform for workflow management. The goal was to improve the efficiency of their information flow and enhance the experiences of both internal and external clients. With Pipefy, commercial managers could access a portal containing all the services they could request from the operations team, each separated into their own online forms. The operations team could communicate automatically with each account's manager, keeping them informed via automatic emails. Pipefy also allowed the operations team to automate repetitive tasks, such as delegating requests to the correct person based on certain characteristics, thereby speeding up request screening.

• The implementation of Pipefy has brought about significant operational improvements for Sofisa Bank. The platform has streamlined communication between the commercial and operations departments, ensuring that all service requests are handled efficiently and within set deadlines. The automation of repetitive tasks has not only increased the efficiency of the operations team but also improved the experience for requesters through automatic and centralized notifications. The ability to track KPIs has enabled the team to make data-based decisions, further enhancing their operational efficiency. Moreover, the success with Pipefy has led the bank to expand its use to other departments, such as Human Resources, and to increase the number of fully-automated processes with the help of RPA.

• The operations team can now track key performance indicators (KPIs), measure employee productivity, and determine how long each request takes to fulfill.

• The team can now offer clients a much better experience, with a 95% rate of services delivered within their deadline.

• The bank has automated most of their manual processes, such as emails, request screening, team connections, and more.