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Pipefy > 实例探究 > 自动化客户请求:Sofisa Bank 的成功案例
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Sofisa Bank: Enhancing Customer Services through Automation with Pipefy

技术
  • 分析与建模 - 机器人过程自动化 (RPA)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 金融与保险
适用功能
  • 人力资源
  • 采购
用例
  • 过程控制与优化
  • 时间敏感网络
挑战
Sofisa Bank 的首要任务之一是为客户提供卓越的体验。客户支持是公司的一项重要业务。该银行设有一个商务部门,其经理直接与客户联系,还有一个运营团队,负责满足经理要求的所有服务。这些部门之间的良好沟通对于确保最佳的客户体验至关重要。然而,在实践中,这些部门之间的交流非常复杂,而且经常会错过最后期限。商务部门向运营团队提出的请求完全通过电子邮件进行,没有任何标准或监督。
关于客户
Sofisa Bank 是信用分析领域的领导者,拥有卓越的客户支持质量。他们专注于为企业和大型投资者提供支持,在巴西拥有 15 家机构,提供广泛的产品和服务,包括投资、保险、兑换服务、外贸以及融资和贷款。
解决方案
Sofisa 银行决定将所有客户请求集中在 Pipefy 中。他们实施 Pipefy 是为了提高信息流效率并改善内部和外部客户的体验。商业经理能够访问包含他们可以从运营团队请求的所有服务的门户网站。这些服务均分为各自的在线表格。 Pipefy 允许与每个帐户的经理自动通信,通过自动电子邮件向他们通报情况。标准化工作流程还可以实现重复任务的自动化,从而加快请求筛选速度。
运营影响
  • 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.

数量效益
  • 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.

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