SUCCESS STORY

Brasilprev:
Optimization
Salesforce and
integration to transform customer service

We optimized Brasilprev's Salesforce ecosystem, implementing Service Cloud and Sales Cloud integrated with Marketing Cloud and Blip. The solution reduced complaints by 57%, accelerated customer service by 5x, and resulted in a 32% drop in pension plan redemptions.

Service Cloud
Sales Cloud
Apex

Results

in customer complaints
- 0 %
in pension plan redemptions
- 0 %
in NPS and 1.2M managed customer service cases
0 %
in service time and SLA visibility
- 0 x

Overview

Brasilprev is the leader in private pension in the country, with more than 2.5 million clients and 30% market share. Faced with multiple decentralized relationship channels and a high volume of requests, the company needed to integrate and optimize customer journey data to increase operational efficiency, improve service, and sustain its market leadership.

The challenges

Fragmented processes and dependence on local (on-premises) systems.
Lack of visibility of indicators and reports for unified management.
Difficulty in mapping processes for the adoption of CRM best practices.
Need to reduce maintenance costs and avoid customer churn.

Journey
and solutions

Together with Brasilprev, we conducted an immersion and Product Discovery to reorganize the Salesforce modules. We expanded the architecture by integrating Service Cloud and Sales Cloud with Marketing Cloud, creating a 360° customer view. We unified service with the integration of the Blip platform for automated conversation and redesigned the portability journey. The environment was structured in Apex language, ensuring sustainability for the internal team.

What did we deliver?

Immersion and Product Discovery for mapping journeys and CRM architecture.
Implementation and integration of Salesforce Service Cloud and Sales Cloud.
Integration of the Blip platform for automated chatbot service.
Optimization of the portability journey with SLA alerts and automation via Apex.

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