Case Study: Olist achieves streamlined, measurable Customer Success with Pipefy

How the proeminent startup Olist restructured their Customer Success Processes with Pipefy

Olist, a company that helps small businesses sell on major marketplaces, faced a scaling challenge in its Customer Success and onboarding area: their previous CSM tool (ClientSuccess) lacked automation and visibility, leaving the team “blind” as account volume grew. Seeking a platform that would reveal end‑to‑end workflows and enable automation, Olist chose Pipefy’s process management and automation platform to regain control of onboarding and CS operations.

Using Pipefy, Olist restructured its CS processes in about two weeks and now runs roughly 90% of those workflows on the platform. Pipefy’s visual process boards, email-template automations and Reports let the team identify bottlenecks, measure time per customer, extract weekly metrics, forecast resources and demonstrate progress company‑wide—resulting in markedly higher productivity and, as Olist’s CSMs report, a dramatic improvement in their ability to plan and scale.

Olist

Bianca Estevao

CSM