Case Study: Sofisa Bank improves request handling and delivers 95% on-time service with Pipefy

How Sofisa Bank automates their customer requests and fulfills 95% on time with Pipefy

Sofisa Bank, a Brazilian bank focused on companies and large investors, needed a better way to handle customer requests between its commercial and operations teams. Before Pipefy, the teams managed requests by email, which made it hard to track work, standardize processes, or measure performance, and deadlines were often missed.

Sofisa Bank centralized its request flow in Pipefy, using a portal, online forms, automatic emails, a Request Tracker, and automated routing for repetitive tasks. After a year and a half, the bank could track KPIs in customized reports, predict service times, and set deadlines and SLAs, with 95% of services delivered within their deadline. Since 2022, bots have also been handling 100% of repetitive tasks from structured data received through Pipefy.

Sofisa Bank

Henrique Kusaba

Banking Operations Specialist