From Operational Chaos to Sales Machine with Unified Service

With decades of history and four busy stores in Arapiraca, Patropi is a consolidated force in retail. A traditional and respected company that, however, faced a growing and invisible challenge for its customers: operational chaos in its communication that generated excessive costs and slowed its potential.

The Challenge: A Labyrinth of Numbers and Out-of-Control Costs

Patropi operated with a fragmented system that hid deep inefficiencies:

• Multiplied Costs: Each store maintained several chips and devices for service, which represented a high fixed cost and complex device management.

• Dispersed Service: Customers were served by different numbers depending on the salesperson or store, creating a confusing journey and harming the perception of a unified brand.

• Lack of Visibility: Without a central system, it was impossible for management to have a clear view of service volume, team performance and improvement opportunities.

• Manual Processes: Tasks like directing a customer or searching conversation history consumed valuable time that could be invested in sales and relationships.

The Solution: Intelligent Centralization with Spark

To solve these challenges, Link Soluções implemented Spark, its communication platform that unifies channels and automates processes. The approach was to revolutionize Patropi's operations, maintaining service personalization, but with centralized control and efficiency.

The implemented solution included:

• Unified Communication: A single WhatsApp number, connected via API, began receiving all contacts. An intelligent bot performs initial triage and directs the customer to the correct team or store.

• Centralized Management: A single dashboard allowed managers to manage all conversations, analyze metrics and track the performance of all four stores in real time.

• Strategic Automation: Automated flows were created to qualify leads and distribute service fairly and quickly among salespeople, optimizing response time.

• Integration with Existing Systems: Spark was connected to the company's internal systems, ensuring data synchronization and eliminating rework.

Transformation in Practice

Implementation results were notable, transforming not only communication, but Patropi's operational culture. The company migrated from a reactive and fragmented model to a proactive, organized and scalable system.

Proven Impacts

• Significant Cost Reduction through elimination of multiple chips and unnecessary phone plans.

• Increase in Operational Efficiency, with process automation freeing the team to focus on sales and personalized service.

• Total Operation Visibility, with real-time dashboards showing each store and salesperson's performance.

• Improved Customer Experience, who now enjoy a single, agile contact point consistent with the brand.

Patropi not only solved its operational challenges, but created a solid foundation for growth, with intelligent systems that evolve along with the business.