Case Study: EPI-USE Brazil achieves 97% customer satisfaction and 92% retention with SAP SuccessFactors

Driving HR Innovation Through Customer Success Excellence

EPI-USE (EPI-USE Brazil), a global SAP partner and specialist in HR and payroll solutions, faced the challenge of evolving its customer success practices to reduce churn, increase solution adoption, and deliver more personalized, executive-level guidance across customers using SAP solutions — including SAP SuccessFactors and the SAP HXM Suite. The goal was to bring greater clarity, enablement, and expansion of customers’ use of the SAP ecosystem while improving overall satisfaction.

Working with vendor SAP SuccessFactors, EPI-USE implemented a dedicated customer success model—regular business reviews, NPS/CSAT monitoring, active consumption/adoption tracking, and expert enablement tied to the Customer Value Journey program. Supported by SAP SuccessFactors, this approach produced measurable results: 97% of customers receiving EPI-USE customer success services, a 92% retention rate, higher adoption of SAP solutions, reduced churn, and stronger customer trust and satisfaction.

EPI-USE

Roberto Medeiros

Associate Partner and Managing Director