Case Study: Nibo (financial management software) streamlines customer onboarding and boosts Customer Success with Pipefy

How financial management software Nibo improved their customer onboarding and boosted their customer success with Pipefy

Nibo, a São Paulo–based financial management software used by over 50,000 companies, needed to organize a newly formed Customer Success team and improve customer onboarding. Lacking the metrics, tools, and standardized processes to measure onboarding progress and time spent in each phase, Nibo chose Pipefy to control and scale its onboarding and CS workflows.

With Pipefy, Nibo implemented checklists, due dates, late/expired alerts, email templates and attachment fields to standardize tasks and documentation. Pipefy enabled the team to track SLAs, number of completed onboardings, and time-in-phase metrics—data that now feeds churn and end-of-process analysis—significantly improving process organization, visibility and the CS team’s productivity; as Nibo’s team puts it, they “literally need Pipefy to run our process.”

Nibo

Bruno Ceccato

Customer Success Coordinator