Modern, but also traditional
Providing services for more than a century, Sicredi is a cooperative financial institution offering more than 300 products and services, with the important distinction of not having clients but rather 5 million associates. Upon opening an account, these associates become partners. Present in all the regions of Brazil, with more than 2,000 agencies, Sicredi brings together over 100 cooperatives.
Sicredi has a strong performance in the agribusiness sector but also operates in major urban centers. It is the only physically present institution that is found in more than 200 municipalities — enabling the banking of millions of Brazilians.
Going against the market trend during the COVID-19 pandemic, Sicredi opened new agencies throughout Brazil. But it wanted to innovate and offer an excellent omnichannel experience that optimizes interactions for its millions of associates.
Better services, integration and innovation
In 2019, Sicredi began to look for a solution that offered the experience it wanted to deliver to its agents and associates.
The aim was to find a contact center solution that made it possible to innovate and grow, accompanying the increase in the number of associates — and offering a business model able to meet the seasonal demands of Sicredi.
“We were going through a moment of growth and unification. It was crucial then to count on an agile, scalable and flexible solution. But that didn’t happen with the previous platform, which had a static model with 300 extension lines. And it was impossible to include new agents for a limited period without contracting licenses for at least 24 months,” said Camilo Calligaro, a Telecommunication Services Analyst at Sicredi.