Case Study: Creditas achieves faster, more personalized financial journeys with Twilio

Twilio and Creditas data that drives successful financial journeys

Creditas, a Brazilian financial services platform, wanted to better manage customer data collected across multiple business areas so it could deliver more personalized financial journeys at scale. As the company grew, the volume and complexity of customer information made it harder to understand each customer’s history and serve the right products and support efficiently, so it turned to Twilio.

Using the Twilio platform, Creditas implemented Twilio Segment for unified customer data, Twilio Flex for customer service, WhatsApp Business API for communication, and Twilio Studio for its Copilot AI chatbot and workflows. With Twilio, Creditas cut average wait time from 52 minutes to 2 minutes, reduced average response time from 70 to 38 minutes, achieved 100% coverage during working hours, improved campaign conversion by 16%, and lowered CAC by 15%.

Creditas

Thiago Gonçalves

Data Chief