Transforming Vivo's B2B Experience

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Challenge

The B2B telecommunications services company is highly competitive. And this is why it was even more important in choosing a partner to help deliver excellent services to its customers. 

People at office discussing over sticky notes

Solutions

Applying Lean principles and co-creation techniques, we brought together senior executive leadership to jointly identify points for improvement. After 2 weeks, we were able to determine  the customer's journey and identify what actually creates value for Vivo’s customers.  

We prioritized below as the initial objectives: 

• Develop a new platform called “We Care” 

• Improve customer experience by 10x, making the experience easier, more agile, and more reliable  

Minimize user pain points and maximize current platform usage

People at office discussing on the background. In the foreground, a mockup of a computer with the platform Meu Vivo Empresas open

Results

50% growth in logins of the B2B subscriber service system;  

70% increase in loading system pages – barriers that previously prevented the perception of value in corporate customer service;  

• It is estimated there will be a savings of R$ 8 million with the new system in the next 12 months;

• Huge impact not only in the financial sphere, but in the internal culture of the operator;

A strategy based on data will allow Vivo to offer new products and monitor the behavior of its more than 300,000 corporate customers, delivering even more consistent experiences.