Customer stories
Case Fumec
Challenge
The challenge was to youth the brand! To combine tradition with modernity, to consolidate it as a valuable educational institution, young, up-to-date and linked to the 21st century, with a focus on increasing the number of students.
Action plan
Our strategy was to unify to multiply. Unify media, argumentation & integrated experiences to multiply the impact during the campaign. Aligned with a high visual impact campaign that engaged directly with the public.
Result
+ 47,69%
A 47.69% increase in total enrolments
+ 57,39%
57.39% Increase in classroom-based teaching.
Considering only students in payment standing.
Case Cruzeiro
Challenge
Cruzeiro had a low capacity to support its members; a response could take up to 15 days to be sent to the member, and the waiting time to be reached on phone or e-mail was more than 4 hours.
Action plan
A team of big fans, who usually attend matches, were recruited to assist Cruzeiro fans. We started with 14 people and now we have 40. 52 different customer service journeys were mapped for the membership program and redesigned each one from the perspective of Cruzeiro fans. In addition to the relationship bots, a dashboard was developed that allows the club to track all of its members' requests, from tickets for upcoming matches, cancellations, defaults and all the other variables that involve a membership program of a major Brazilian club.
Result
70K Members
A 150% growth
+33MM
Annual revenue
EC Bahia
Players who have scored a spectacular goal
Your team can also come and play with us.
Problem
Increased customer wait times due to high number of tickets opened in customer support operations
Solution
The attendance capacity per operator was calculated and we divided the base to reduce lead time. The sessions were divided between the days of the week according to the operator's capacity.
Result
95% improvement in our response time
By reducing human effort and improving the customer experience, delivering intelligent journeys for specific customers, also providing a rapid response when opportunities are identified, regular reporting to customers, a working team and a well-defined internal flow.
