Case Study: Agilize automates 37-step customer onboarding and saves 3,500 hours with Pipefy

How Agilize Automates 37 Steps in a Customer Service Workflow

Agilize, founded in 2013 in Salvador as Brazil’s first online accounting company, serves over 10,000 customers and helps clients save about US$600,000 per month. Facing the complexity of Brazilian tax legislation, manual spreadsheets and email chaos, and the need to manage a 37‑step onboarding flow for roughly 200 new clients monthly while ensuring compliance and timely document collection, Agilize selected Pipefy as a flexible process‑building platform.

With Pipefy, Agilize converted spreadsheets into a single automated Customer Onboarding workflow, integrated departments, linked updates to Google Sheets for customer-facing tracking, and set up automated notifications to close document gaps. The results: 97 active processes, nearly 100% employee adoption, 92,000 cards opened (Jan–Nov 2020) with over 60,000 completed, 49,000 automated requests, 86,000 automatic emails, 105,000 automation jobs, 3,500 hours saved and a 448% ROI in Q1 2021 — significantly reducing support tickets and improving delivery rates via Pipefy.

Agilize

Rafael Viana

Head of Product