"SoftExpert's solution has optimized processes, increasing efficiency, productivity, and, most importantly, significantly enhancing the experience of our members. We are pleased with the benefits this partnership has brought to our institution and confident that its use will continue to expand within Sicoob Engecred."

Lucimar Costa Rezende, IT Supervisor at the Cooperative.

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Improved efficiency through a virtual assistant

86% of recorded requests were handled by the chatbot – the IT virtual assistant integrated with SoftExpert’s tool.

Enhanced member experience

68% increase in productivity after automation and integration with RPA in the new member registration process.

Efficient management of socio-environmental risk

Process automation prevents a series of potential sanctions and ensures that all operations comply with requirements.

Founded by a group of engineers and architects in 2000, Sicoob Engecred is now an open-admission financial cooperative with over 21,200 members across Brazil. Recognized as one of the largest in the Sicoob System, the institution holds an A+ (bra) rating from Fitch Ratings and is audited by Deloitte. Constantly expanding, it is modernizing its service points and planning to open business offices in various cities across the country. Additionally, it invests in employee well-being and has been recognized since 2016 as one of the Best Companies to Work For in regional and national rankings by Great Place to Work (GPTW).

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Sicoob Engecred Enhances Member Experience and Expands Business with SoftExpert Technology

Celebration is well deserved at Sicoob Engecred! With over two decades of experience in the financial sector, the institution stands out as one of the leading cooperatives within the Sicoob System—recognized as the 3rd best financial institution in Brazil according to Forbes' World’s Best Banks 2023 ranking. Managing over BRL 3.4 billion in total assets and serving 21,200 members across Brazil, its journey has been marked by continuous growth, driven by investments in infrastructure, human capital, and technology. By streamlining processes and embracing innovation, the cooperative found a strategic partner in SoftExpert to accelerate its business. While the partnership between the two companies began in 2015, it was from 2019 onward that SoftExpert’s solutions gained even more prominence within the institution. The pandemic further fueled this digital transformation, speeding up the need for modernization and process optimization.

According to Lucimar Costa Rezende, IT Supervisor at Sicoob Engecred, the turning point came when the process management team was integrated into the IT department. This created a more conducive environment for change, leading to faster and more precise deliveries. “People started to see the benefits of automation, and adoption across other departments happened naturally,” says Lucimar.

Currently, the SoftExpert Suite solution is widely used in branches across the central-west and southeast regions of Brazil, both in back-office and front-office areas. There are already more than 100 processes managed within the tool, including automations for guarantees and compliance in socio-environmental risk management, consortia applications, and other services for members. The solution is also integrated with other systems, such as electronic signatures, chatbots, and RPA—Robotic Process Automation.

Increased Efficiency with a Virtual Assistant

With the integration between the chatbot—Luíde, the virtual assistant for the IT department—and SoftExpert Workflow, an automation tool for workflow processes, IT requests are handled with much greater speed and precision. In 2023, out of 460 registered requests, 396 (86.09%) were handled by the chatbot itself, including 122 cases escalated to the IT team. Users rated the service with a satisfaction score of 4.7 out of 5.0.

Improved Member Experience

With digital transformation, the need for members to visit physical branches has been drastically reduced, as services are now offered digitally, adding value to customer service and enhancing the overall member experience. Lucimar highlights that the process of enrolling new members, for instance, saw a significant time reduction after the digitalization and integration of SoftExpert with RPA, leading to a 68% increase in productivity. The use of robotic process automation for enrollment saves approximately 158 hours per month, resulting in faster processing and a higher volume of completed registrations, allowing the team to focus on critical steps requiring detailed analysis.

Another process that has significantly improved the member experience is the consortia application, which has been fully automated—from the initial request on the website to the signing of the proposal and post-sale follow-up, which has also been digitalized. “We have received very positive feedback from both members and the service team, as automation ensures that no request goes unanswered, which contributes to a better member experience,” adds the supervisor.

Efficient Socio-Environmental Risk Management

Another automation that has brought significant benefits is the guarantee and compliance process for socio-environmental risk management. The process begins when a member applies for credit operations, providing a set of information. Through automation, this data is promptly verified across multiple sources, enabling an immediate response regarding the applicability of socio-environmental risk management. If necessary, the process continues with end-to-end management.

"SoftExpert’s technology plays a crucial role in improving compliance practices, particularly concerning socio-environmental risk management. This approach prevents potential sanctions and ensures that all operations comply with regulations," notes Lucimar.

With these outstanding results, Sicoob Engecred is planning further investments to enhance both employee and member experiences, such as integrations that will allow automated notifications about activity progress to be sent to members via the virtual assistant. “Looking to the future, we are committed to continuously raising service standards and practicing cooperative excellence. Together, we are shaping the future of the financial sector, where technology and dedication to our members go hand in hand,” she concludes.

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