Case Study: Via Verde achieves a flexible CRM and 400% increase in customer adoption with OutSystems

Via Verde Creates a Flexible CRM and Increases Customer Adoption by 400%

Via Verde, the Portuguese electronic toll collection provider, faced a major surge in demand after new legislation converted many highways to toll roads, potentially increasing service requests by up to 300% in months. Its heavily customized SAP CRM and existing websites couldn’t scale, and the company needed faster, more accessible self-service options and a more responsive in-store and call-center platform.

Using the OutSystems low-code platform, a small team rebuilt a flexible, API-driven multi-tenant CRM and delivered self-service portals, a digital-signature tablet app and mobile tools for field teams. The new solution reduced complaints, relieved stores and call centers, and drove a 400% increase in user adoption and website visits, processed over 275,000 online requests, handled about 6,000 CRM operations per day, and enabled faster internal updates and greater productivity.

Via Verde

Nelio Marques

IT Customer Care Manager