Simpress frees up 60% of the sales team’s time and accelerates customer service with SoftExpert automation

End-to-end automation: 65 workflows and thousands of requests managed in SoftExpert Suite

The challenge: ensuring seamless collaboration across teams

With teams distributed across the country and processes involving multiple departments, Simpress needed a solution capable of delivering agility, traceability, and standardization. The goal was straightforward yet challenging: to maintain full control over every stage, from the initial request to final delivery, without bottlenecks or rework.

“SoftExpert delivered a platform that exceeded our expectations: process automation, audit control, expiration management, action plans, and risk management — everything we needed,” emphasizes Ricardo Morale, IT Director at Simpress.

Automation at the core of operations

Today, more than 65 workflows are automated within the SoftExpert Suite, connecting departments such as operations, sales, finance, legal, and back office. One of the most critical processes is New Contracts and Amendments, which involves 13 different departments and ensures that customers receive their equipment within 45 days after contract signing.

Previously, the sales team played a major role in this workflow, with approximately 70% of the process depending on their involvement — from tracking each step to resolving issues such as address verification or customer information. After implementing SoftExpert, sales participation dropped to around 10%, freeing up time for more strategic activities.

With SoftExpert Suite, the entire workflow is fully automated and integrated: CRM data is imported automatically, requests are routed across teams, and each department tracks progress in real time with full visibility into the process.

Speed and customer experience: equipment loss and damage claims

Another clear example of automation-driven gains is the Equipment Loss and Damage process. Previously, when a customer reported a lost or damaged device, the process relied heavily on sales involvement and could take up to 45 days — from request submission to contract review and customer response. With automation and system integration, this timeline was reduced to just 7 days. Customers now receive approval and equipment replacement automatically, with significantly greater speed, reliability, and minimal manual intervention.

A unified operation nationwide

Since adopting SoftExpert Suite, Simpress has reached new levels of efficiency, standardization, and governance. Manual controls have been eliminated, and information now flows through a centralized, traceable system. Technicians, managers, and administrative teams, regardless of location, follow the same workflows and operational standards.

“Today, a field technician can submit requests directly from a mobile device. The solution unified our operation and significantly improved collaboration across departments,” highlights Edmar Ferreira da Cruz, Business Analyst at Simpress.

Simpress case highlights

• 60% of sales team time freed up: Automation drastically reduced manual involvement, allowing teams to focus on core, value-added activities.
• 65 automated and integrated workflows: Seamless operations across sales, finance, legal, back office, and operations.
• 10+ connected locations: Teams nationwide operate under standardized processes with full visibility.
• Over 80% reduction in equipment loss and damage processing time: Automation shortened resolution time from 45 to 7 days, improving response speed and customer satisfaction.