Sem Parar is Brazil’s leading company in automatic and drive-through payment methods, focusing mainly on tolls, parking and fuel. The company – whose name means ‘Without stopping’ – has over 7 million customers in Brazil.
Konecta has a longstanding relationship with Sem Parar, having provided its telesales and customer service center for around a decade. Recently, the two companies embarked on a major project to increase sales, reduce the number of positions, and make better use of customer data to sell more at lower cost.
In doing so, Sem Parar and Konecta were united in their objective to improve customer experience (CX), employee experience (EX), and user experience (UX).
In close liaison with the client, Konecta’s project team worked with specialists from across its own business, including planning, operations, quality and training, to effect a solution. They combined effectively to problem-solve all elements of a solution, including issues such as the definition of operations norms and continuous improvements.
Whereas previously Sem Parar’s outbound sales process was conducted only through calls to customer databases provided, Konecta set about designing a digital sales process via WhatsApp. The result was an integrated bot, filtering customers who were very interested in buying, and contacting them by WhatsApp.
The entire process is automated, and there are over 30 customer approach sentences available, according to the customer database and profile, with a focus on improving operations productivity.
The process is carried out 100% through Integrall, an omnichannel solution developed by Konecta Brasil, that enables a personalized customer relationship regardless of the channel used. It has voice solutions, digital channels, bots / automation, quality and workflow, as well as control and management dashboards in real time.
The Sem Parar operation was one of the first Konecta operations to implement WhatsApp in its service channels, and it went live at the end of September 2022 with 150 FTE operators.
As a result of the more sophisticated intelligence available through the digital process, there are significant opportunities to follow up with unsold customers, manifestations and rejections, and targeted triggers. The triggers can be adjusted manually or automatically, with downtime and scheduling options. Data validation and the interest offer are 100% done through the bot, and operators are required only for acceptance and handling objections.
Through the increase in triggers provided by Konecta’s solution, and the enhanced structure of the operation, Konecta has achieved notable improvements for Sem Parar in its consolidated returns. The use of Integrall enabled Sem Parar to benefit quickly from the construction of a strategic customer journey, with bots developed by Konecta optimizing the process flow, increasing sales, and creating a perception of excellence in the service provided.
After the implementation of the bot service and WhatsApp outbound sales from September 2022, there was an impressive growth in conversions accompanied by a reduction in mailings:
- Sales by service position (i.e. the effectiveness versus incoming volume) increased by 70% (based on a comparison of figures for Jan-Sept 2022, before implementation of the solution, with Oct-March 2023.
- Conversion volume (i.e. the absolute sales volume) increased by 86%, comparing the same periods.
- Base utilization volumes (i.e. the total return of customers on the base) improved by 43%.
