COMPREHENSIVE CUSTOMER MANAGEMENT - BRASIL - SONDA
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COMPREHENSIVE
CUSTOMER
MANAGEMENT
STRATEGIC PLAN 2019 - 2021
BRASIL
PLAN ESTRATÉGICO 2019 - 2021
COMPREHENSIVE CUSTOMER MANAGEMENT We manage and support our customers throughout the region
EMBRAER
Third largest manufacturer of commercial “The AMS service was transformative, a great challenge, ... it really brought us
aircraft in the world, with more than a significant improvement in service delivery– Arthur Franklin (Senior
18,000 employees Manager – Services & Infrastructure)
Business challenge (selected example)
Efficiency and scalability in processes
Obtaining greater efficiency and scale in all processes to gain competitiveness
in the global commercial aviation market
SONDA and Embraer have a 18 years
history of success, in which SONDA SONDA solution
offers Applications and Services for all
Embraer collaborators, using Application and process improvement, design and implementation
technologies for the best user SONDA assisted through AMS technology in the management of the business
experience and business volume and requisition processing of daily requirements, offering a complete
transformation through applications view of orders and logistics of sensitive commercial operation parts for their
aircraft scattered around the world.
Benefits and results
• Reduction of the time to market during the prototyping process of the latest
release
• Greater reliability and traceability of the entire aircraft maintenance,
inspection and release schedule
• 60% reduction in the parts replacement planning process for warehouse
around the world
NATURA
Multinational cosmetics company with "The people is the differential of SONDA, SONDA´s collaborators have a
+6,000 employees and sales force of 17 purpose that is strongly aligned with our culture" - Luizi Henrique Mussini
million beauty consultants in LATAM (Infrastructure Director)
Business challenge (selected example)
Integration of operations and improvement of experience
Integrate Natura regional operations and the acquisition of "The Body Shop" and
improve quality levels for internal and external users offering a better
experience in the consumption of technology services
SONDA solution
For more than 19 years SONDA Design and implementation of Personalized Services
supports Natura in its technology SONDA implemented a specialized service cell for Natura's leading sales
operations with services ranging from consultants, in addition to the construction of a system based on virtual
basic infrastructure to support in its assistants and mobile application on collaborators' devices
international operations Benefits and results
• Reduction of more than 50% in the most critical incidents
• Better sales performance of products with more specialized service
• Greater satisfaction of the sales force
• Ease and agility in services for internal customers
• Increase in operational planning capacity
PETROBRAS
Among the 10 largest oil companies in the
world, with annual revenues of more than
R$280 billion, producing about 2.7 million
barrels of oil per day
Business challenge (selected example)
Tax and fiscal risk for collection
Reduce the tax and fiscal risk for tax collection and at the same time eliminating
failures in the process, reducing the time processing and allowing a more
detailed analysis of the collection
SONDA solution
SONDA and Petrobras have a
relationship of more than 15 years, in Design and implementation of digital automation processes and services with
RPA
which we are responsible for Data
Center and infrastructure solutions, Development of automated digital processes for tax and fiscal reconciliation,
development and maintenance of using Robot Process Automation technologies, reducing the processing and
analysis time of the taxes chain to be collected by the government
critical applications, ranging from the
logistic operation of ships to the oil
platform of Campos Bay Benefits and results
• Reduction of processing times from more than 5 hours to 15 minutes
• Availability of on-line and same-day reports
• Reduction of failures in taxes paid in excess
• Reduction in the risk exposure to tax institutionsReady for the
next step
Customer Closer relationship
management model Industry based on the
for the public and understanding digital
private sector transformation
agenda
C-level
relationship in
Cross-selling and
order to increase
loyalty
the share of
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