BUSINESS CASE

Sinaf Seguros transforms customer service with Microsoft Dynamics 365 Contact Center

Supported by Bizapp, the company modernized its customer service operation by integrating channels, digitizing processes, and elevating the customer experience to a new level.

THE CHALLENGE

Before the transformation, Sinaf Seguros’ customer service operation faced major challenges

Fragmented service departments, with separation between call center and digital support.

Only 5% of interactions happened through digital channels.

Customer journeys marked by functional silos, making it difficult to obtain a single customer view.

Need to evolve not only technology but also the organizational culture, o support a more agile, data-driven customer service model.

THE SOLUTION

To reverse this scenario, Sinaf Seguros implemented Microsoft Dynamics 365 Contact Center

With consulting and strategic support from Bizapp, the project combined technology, data, and cultural change to build a truly customer-centric operation. Key pillars of the solution:

Omnichannel integration: Voice, chat, bot, and digital channels unified into a seamless experience.

Intelligent IVR and automation with AI, optimizing triage, routing, and self-service.

Customer-centric culture, with team enablement and strong data governance.

Unified interaction history for a 360º customer view.

HIGHLIGHT

WhatsApp as the core of customer engagement

One of the key differentiators of the transformation was the integration of WhatsApp into the Contact Center. The channel began to handle a large share of interactions, offering fast responses, document exchange, and seamless conversations.

Today, WhatsApp represents 51% of all customer service demand at Sinaf Seguros and is responsible for 73% self-service retention, making it the company’s main digital service channel.

The transformation delivered significant results:

+50% of interactions now occur through digital channels (previously only 5%).

75% retention in self-service.

+30% increase in customer satisfaction.

Scalability and operational efficiency, with a digital service volume 10x higher.

Cost reduction and productivity gains through automated and centralized processes.

LEARNING

What did we learn from this Business Case?

Technology is a means, not an end: success comes from the combination of platform, culture, and data.
AI amplifies human work without replacing the operator.
Cross-department integration and a unified customer view are essential.
Governance, high-quality data, and journey clarity sustain digital scalability.

CONCLUSION

The right combination transforms.

The Sinaf Seguros case demonstrates how the combination of Microsoft Dynamics 365 Contact Center, WhatsApp omnichannel integration, and a customer-centric strategy can transform complex operations into agile, empathetic, and intelligent digital experiences.
With support from Bizapp, the company built a modern, scalable, and future-ready service operation — with the customer always at the center.

“It was essential to accelerate our transformation.”

“We rebuilt our model — now with a culture centered on the customer context. And the partnership with Bizapp was fundamental to accelerate our transformation, bringing knowledge, agility, and support across all stages of the project.”

Bruno Marins Burkhardt

Superintendent of Customer Relations, Sinaf Seguros

Want to transform your customer relationships?

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O que testar aqui (correção do corte no iPhone):

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