Case Study: Viveo achieves 93% automated customer interactions and 30s response times with Pipefy

How Viveo Digitally Transformed Their Customer Experience

Viveo, a Brazilian healthcare ecosystem of 11 companies and over 20 operational units, faced fragmented and manual customer support across its group—each company handled requests differently, customers had poor visibility, and teams relied heavily on email. To modernize and adapt processes for the regulated healthcare market, Viveo chose Pipefy to standardize and digitize its customer support workflows.

With support from AP Interactive, Pipefy centralized and automated Viveo’s support processes, enabled custom service flows, and built a branded solutions portal with chatbot, ERP and SMS integrations, giving teams autonomy to create rules and automations. The Pipefy implementation led to 93% of interactions automated, average automatic responses in 30 seconds, and an 11-point increase in post-service NPS, along with faster, standardized customer service.

Viveo

Eduardo Linhares

Customer Experience Manager