Case Study: Nova Gestões achieves higher conversion rates with Twilio

Nova Gestões is transforming the credit recovery market in partnership with Twilio

Nova Gestões, a pioneer in credit recovery in Brazil, needed secure, innovative, and reliable ways to communicate with customers as debt collection moved from letters and calls to digital channels. To keep relationships open and trustworthy while improving engagement, the company worked with Twilio and adopted SMS, Twilio Flex, and the WhatsApp Business API, later expanding into WhatsApp Business Calling and RCS.

With Twilio, Nova Gestões shifted more collections to digital conversations and saw strong performance gains: WhatsApp delivered a 42% conversion rate versus 2.5% in the call center. Today, 8% of inbound calls come through the WhatsApp Business API, and 82% of WhatsApp Business Calling calls reach the decision-makers on open cases, doubling the effectiveness of traditional voice channels.

Nova Gestões

Juliano Skrzyszowski

Chief Technology Officer