"The SoftExpert suite is part of Vivara digital transformation, and, as next steps, we want to integrate it with other solutions as our ERP and develop more process automation projects with the RPA (Robotic Process Automation) solution and Chatbot."

Process automation as a pillar of Digital Transformation

Vivara carries innovation in its DNA, creating exclusive and timeless jewelry that meets the highest quality standards. To continue evolving and ensuring the sustainable growth of its business, the company has, in recent years, sought new solutions to digitalize its internal processes. One of the challenges Vivara aimed to address was reducing the volume of emails exchanged between corporate areas and stores, while also improving process traceability.

According to Vivara’s Efficiency Coordinator, Tabata Kijotoki, the main goal was to simplify employees’ daily routines when accessing information and to support leadership by freeing up time previously spent on operational tasks, allowing it to be redirected toward more strategic activities.

Everything in one place

To tackle this challenge, Vivara partnered with SoftExpert to drive its digital transformation journey. The implementation of the SoftExpert Suite is part of a series of ongoing automation and integration initiatives designed to optimize the experience of the company’s more than 3,000 employees, enabling access to core internal demands through a single platform. This consolidated access was one of the key differentiators highlighted by Tabata when choosing the Suite.

“We identified that the solution brought together multiple functions in a single tool, aligned well with our business strategies and day-to-day needs, and offered a more attractive cost compared to other players in the market,” she explains.

Tabata also points out SoftExpert’s commitment to ensuring user-friendly experiences. Vivara has embraced the same vision, promoting initiatives to help employees become more familiar with the tool and its processes, making the user journey more engaging and intuitive. Today, the solution impacts the entire organization, being used across all stores in Brazil, the manufacturing facility in Manaus, and the corporate office in São Paulo.

“In 2021, we saw an approximately 80% increase in requests and processes managed through the platform compared to 2020. This is a key indicator that confirms we are on the right track,” says Tabata.

Results of implementation

SoftExpert plays a key role in Vivara’s digital transformation journey, generating tangible results for the business. The company also foresees new projects involving automation and integrations with RPA and AI. According to Tabata, automating business processes and service management has improved information traceability, boosted productivity, and strengthened performance monitoring.

“The benefits are many! With the implementation of the tool, we’ve reduced email volume, gained control over activity SLAs, enabled real-time indicators, developed customized dashboards tailored to business needs, and standardized processes,” she highlights.

As part of its digital evolution, Vivara also launched Vicky, a chatbot developed in partnership with Take Blip, dedicated to supporting employees. Initially designed to handle HR requests, the virtual assistant will soon expand to other services, such as service desk support, thanks to its integration with the SoftExpert Suite, which is already underway.