Case Study: Fortics achieves enhanced omnichannel customer service insights with Microsoft Power BI

Fortics redefines omnichannel customer service in Brazil with Ingram Micro and Microsoft

Fortics is a Brazilian software company that builds SZ.chat, an omnichannel customer service and workforce automation platform used by more than 1,500 partner companies across Brazil. Facing the challenge of managing and scaling many different communications channels (Teams, WhatsApp, Telegram, Facebook, SMS, voice, e‑mail, etc.), Fortics partnered with Ingram Micro and adopted Microsoft technologies — including Microsoft Power BI as part of their analytics plan — to simplify integration and gain better visibility into operations.

Through the Ingram Micro ISV program and Microsoft solutions (Azure, Teams, Office 365 and Microsoft Power BI), Fortics modernized SZ.chat into a cloud-native service that integrates multiple channels, supports Graph REST automation, and improves monitoring, security, and scalability. The result: faster, simpler deployments, stronger data confidentiality and productivity, and continued growth—serving over 1,500 partners and achieving rapid outcomes thanks to Microsoft Power BI–enabled insights and Azure-based operations.

Fortics

Francisco Pinheiro

Chief Executive Officer