Debt Renegotiation Flow: How CRM Redesign and Unification Generated a Journey 100% Approved by Operators
Financial / Fintech
"Operating with multiple CRMs for different clients was creating severe bottlenecks and consuming our attendants' productivity. Zappts conducted an exceptional discovery that went straight to the root of the problem, mapping the real pains of our operation."
Client (Bellinati Perez)
Client Challenge
The challenge involved a large credit recovery bureau that had a variety of CRM systems, each dedicated to a specific major client. Faced with this fragmented scenario, the company sought to review its service journey and unify CRM solutions to improve the operational efficiency of its attendants.
Zappts' Role
To solve this latent pain point in the operation, Zappts' proposal was to conduct an in-depth Discovery to review the entire debt renegotiation flow, focusing on mapping pain points and identifying improvements. This way, we worked on unifying the functionalities and business rules of multiple CRMs into a single centralized and integrated flow, fully aligned with market trends.
Results
As a direct business impact, the initiative delivered the complete redesign of the renegotiation flow and journey. The entire process ensured the incorporation of operational pain points and opportunities identified during the Discovery. The proposed and implemented improvements were validated through user testing and feedback, resulting in a new journey that was 100% approved by operators.
About the company
BP operates in the management of assets with and without collateral, using human, digital, and hybrid approaches. Its 29 years of experience and tradition strengthen its efficiency and recognition, allowing it to collaborate with the largest credit-granting institutions in the country. It has a team of highly qualified professionals, including analysts, administrators, technology professionals, data scientists, experts, and many others. Its goal is to offer the best experience, ensuring the best results for contractors.
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