Dynamics 365 renews and enhances Ailos sales and service platform

Formed by 13 cooperatives present in the states of Paraná, Santa Catarina and Rio Grande do Sul, in addition to a central cooperative, Ailos Sistema de Cooperativas currently has more than 1.4 million cooperative members. Of these, more than 170,000 are legal entities members, BRL 17 billion in assets, BRL 12 billion in credit operations and about 3.7 thousand employees.

Working since 2002 in the market and headquartered in Blumenau, Ailos has growth and the search for innovation strongly present in the institution's history and, through its network of affiliates, contributes to the development and improvement of the quality of life of its members and the community.

Digital transformation to achieve more

Based on a strategic digital transformation decision aimed at bringing efficiency and expanding its operation, the company noticed the need to modernize its sales and service platform.

"We needed a complete support platform, serving our service, marketing and sales fronts, with a level of scalability and support for our growth. In addition, the issue of centralizing data from our different channels, thinking about the usability of employees and generating benefits for our members, was a fundamental premise," explains Joana Barg, CRM manager.

An integrated, cloud-based platform customized to support growth.

Ailos found support for its desired digital transformation with Bizapp, which introduced a cloud ecosystem integrated with the Office 365 suite – already used by the company.

"We are living through the digital transformation and redesigning our product journeys, some of them very complex and distinct. A differential we found was the possibility to unfold these journeys and bring functionality to our sales force in the same CRM interface," adds Janice Dias, Systems Manager.

The simplified platform brings together internalized customizations and new applications that have alleviated the intense development needs of its professionals – capable of supporting the company's long-term growth.

Dynamics 365 supports a new reality

According to Flavio Degrandi, CEO of Bizapp, the Ailos team was already familiar with Dynamics 365 Marketing for a specific event demand, and the integration of new modules into the project was simplified. One of them was Dynamics 365 Customer Service in the service layer with everything recorded. The Omnichannel module, which is also part of the solution, is responsible for the integration of digital channels and the recording of diverse interactions, in addition to the Sales module for the development of some businesses.

"The project was conceived from joint efforts, Ailos did a very interesting job of uniting the business areas, we did a design thinking process to make the objectives, desires and opportunities very clear," says Flavio. The transformation began in a period of alignment conversations, and the project was implemented in record time between February and April 2022.

There are also other tools already integrated and used in the project, such as Customer Voice, and, for automations, optimizations and extensions, Power Platform with Power Automate, as well as the interaction bot with Aila, which is operationalized by the Power Virtual Agents.