Case Study: 4Linux drives 80% support efficiency gain for Brazil’s 3rd-largest bank with Rocket.Chat

How The 3rd Largest Bank in Latin America Increased Its Support Efficiency by 80% With Rocket.Chat

4Linux worked with a major Brazilian public bank that was suffering from siloed communication channels, long queues, expensive phone support, and one of the worst customer service ratings among Brazilian financial institutions. To centralize WhatsApp, Livechat, mobile app messages and simplify identity verification, 4Linux sought an open-source omnichannel platform and engaged vendor Rocket.Chat to evaluate and deploy a solution.

Rocket.Chat delivered a unified omnichannel messaging platform (integrating WhatsApp, Livechat, mobile app messages and chatbots) and deployed it in two weeks. The implementation recovered roughly USD 100M in nine months, increased agent performance by 80% by enabling agents to handle five or more customers simultaneously, reduced the bank’s daily tools from four to one, made the bank the first in Brazil to support customers via WhatsApp, and now supports 7k+ agent seats with ticket volumes exceeding 5M/month.

4Linux

Evailton Júnior

IT Manager