Customer Journey Automation with Digital Platform
Executive Summary
Energy Spin is a Brazilian company in the solar energy sector that offers white-label solutions to its clients, covering everything from lead generation to the installation and homologation of photovoltaic systems. Its business model allows partners to expand their portfolio without investing in their own infrastructure, enabling agile implementation and new revenue streams.
The growth of operations brought a clear challenge: the client onboarding process was conducted manually, with steps prone to errors, high volumes of rework, and dependence on teams for repetitive tasks. This scenario limited business scalability and impacted the end customer experience.
The solution was the construction of a complete digital platform, orchestrated by an automated workflow, capable of covering 100% of the customer journey, from document reading to proposal generation. With Genius, Energy Spin began operating with greater agility, accuracy, and capacity for sustainable growth.
The result: proposal generation time reduced from 3 days to 1 hour, with a 60% reduction in operational costs.
The Challenge
Energy Spin operated with an onboarding process structured in manual steps, which created bottlenecks as demand grew. The scenario required a solution capable of automating critical workflows without compromising reliability.
Manual and low-scalability onboarding process: The entry journey for new clients depended on human intervention in multiple stages, making the process slow and difficult to scale in line with business growth.
Rework and operational errors: Manual execution of repetitive tasks, such as document reading, calculations, and proposal assembly, created opportunities for inconsistency and required frequent corrections, overloading teams.
High operational costs: The structure dependent on people for automatable activities generated costs that pressured margins and limited the competitiveness of the white-label model offered to partners.
The Solution
Squadra developed an end-to-end digital platform for Energy Spin, with full automation orchestrated by an intelligent workflow. The solution was structured to fully cover the customer journey, eliminating manual dependencies in high-volume and high-impact stages.
Genius in Action: Intelligent Automation of the Customer Journey
Journey Mapping: Understanding each stage of the funnel
The starting point was the complete mapping of Energy Spin's sales funnel, identifying friction points, manual stages, and automation opportunities in each phase of the journey, from prospecting to homologation.
Sales Funnel Mapping: Detailed survey of customer journey stages, identifying where automation would generate the greatest operational and commercial impact.
Bottleneck Identification: Analysis of rework points and those with high human dependency, which served as the basis for prioritizing automation.
Automation and Implementation: From document reading to proposal in 1 hour
With the mapping complete, the platform was built to automate core operational stages, integrating intelligent document reading, a calculation engine, and automated proposal generation into a single orchestrated workflow.
Automated Document Reading: Automatic extraction and processing of necessary information for customer evaluation and progression through the journey.
Integrated Calculation Engine: Automatic processing of data for generating sizing and pricing, eliminating manual steps prone to error.
Automated Proposal Generation: Production of complete commercial proposals directly by the system, reducing delivery time from 3 days to 1 hour.
Workflow Orchestration: Automated coordination of all journey stages, ensuring a continuous flow without the need for manual intervention in repetitive tasks.
Results
The platform delivered significant gains in both operational efficiency and customer experience. With end-to-end automation, Energy Spin began to scale its operations without proportionally increasing its team structure, enabling more profitable and sustainable growth for the white-label model.
The elimination of manual steps significantly reduced operational errors and rework, directly impacting the quality of service delivered to partners and end customers.
Metric | Result |
|---|---|
Reduction in operational costs | 60% |
Proposal generation time | From 3 days to 1 hour |
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