{"id":16562,"date":"2022-12-05T13:01:00","date_gmt":"2023-06-06T13:01:09","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=16562"},"modified":"2023-07-14T17:42:54","modified_gmt":"2023-07-14T17:42:54","slug":"oi-acelera-transformacao-digital-com-a-integracao-de-sete-crms-e-aprimora-experiencia-dos-clientes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/br\/blog\/oi-acelera-transformacao-digital-com-a-integracao-de-sete-crms-e-aprimora-experiencia-dos-clientes\/","title":{"rendered":"Oi acelera transforma\u00e7\u00e3o digital com a integra\u00e7\u00e3o de sete CRMs e aprimora experi\u00eancia dos clientes"},"content":{"rendered":"\n<p><i>Projeto consolida sistemas para simplificar a experi\u00eancia dos clientes e trazer inova\u00e7\u00f5es em marketplace e marketing digital com a Salesforce<\/i><\/p>\n\n\n\n<p><b>S\u00e3o Paulo e Rio de Janeiro \u2014 5 de dezembro, 2022<\/b>\u2014 A Oi e a Salesforce, l\u00edder mundial em CRM, anunciam uma nova fase no processo de transforma\u00e7\u00e3o digital da operadora, que busca consolidar todos os sete sistemas legados de gest\u00e3o em relacionamento com o cliente em uma s\u00f3 plataforma. A iniciativa de CRM com a Salesforce tamb\u00e9m contempla a ativa\u00e7\u00e3o de um marketplace com Salesforce Commerce Cloud, automa\u00e7\u00e3o de campanhas de marketing e relacionamento com o Salesforce Marketing Cloud, bem como a utiliza\u00e7\u00e3o do Marketing Cloud Customer Data Platform para unificar os dados do cliente e entregar experi\u00eancias personalizadas em todos os pontos de contato.<\/p>\n\n\n\n<p>\u201cA Oi \u00e9 uma empresa mais leve, \u00e1gil, digital e centrada no cliente, com a oferta de servi\u00e7os inovadores para pessoa f\u00edsica e solu\u00e7\u00f5es completas de tecnologia para o mercado corporativo. Por meio de um ecossistema de parcerias, a companhia tamb\u00e9m est\u00e1 expandindo seu portf\u00f3lio para diversas \u00e1reas como sa\u00fade, educa\u00e7\u00e3o, entretenimento, finan\u00e7as, com\u00e9rcio eletr\u00f4nico, entre outras. Esse reposicionamento da companhia exige uma gest\u00e3o de relacionamento que entenda melhor clientes e parceiros,\u201d explica Sergio Freitas, diretor de Tecnologia da Informa\u00e7\u00e3o da Oi. &#8220;Esta nova fase de ado\u00e7\u00e3o da Salesforce na Oi permitir\u00e1 um engajamento muito mais personalizado com nossa base de clientes e prospects via marketing digital, al\u00e9m de tornar ainda mais atraente o nosso marketplace para vendedores e compradores&#8221;.<\/p>\n\n\n\n<p>A Oi \u00e9 cliente da Salesforce desde 2020, quando contratou solu\u00e7\u00f5es do portf\u00f3lio Salesforce Customer 360, como o Salesforce Sales Cloud, para automa\u00e7\u00e3o de vendas; o Salesforce Service Cloud, para atendimento ao cliente, juntamente com recurso de gest\u00e3o de servi\u00e7os em campo com o Salesforce Field Services; iniciou uma estrat\u00e9gia com comunidade de clientes e parceiros suportada pelo Experience Cloud; assim como adquiriu a solu\u00e7\u00e3o de ind\u00fastria para o setor de comunica\u00e7\u00f5es Salesforce Communications Cloud para reduzir o ciclo de idea\u00e7\u00e3o e entrega de ofertas para os clientes.<\/p>\n\n\n\n<p>Com esta parceria, a Oi espera acelerar os canais digitais de vendas da companhia, com objetivo de reduzir significativamente o ciclo de vendas; automatizar e otimizar os servi\u00e7os aos clientes, opera\u00e7\u00f5es de atendimento e call-center.<\/p>\n\n\n\n<p>Com a implanta\u00e7\u00e3o destas solu\u00e7\u00f5es, os clientes da Oi experimentar\u00e3o uma experi\u00eancia melhor e mais conectada, uma vez que os colaboradores poder\u00e3o trabalhar de qualquer lugar com um aplicativo \u00fanico para vendas, atendimento digital e atendimento em campo. Al\u00e9m disso, a ado\u00e7\u00e3o ampliou a iniciativa de transforma\u00e7\u00e3o digital para toda a companhia, criando um forte alicerce para esta nova fase.<\/p>\n\n\n\n<p>\u201cFicaremos mais pr\u00f3ximos de nossos clientes que buscam um fornecedor confi\u00e1vel para entregar conectividade em um momento em que muitos t\u00eam de trabalhar fora do escrit\u00f3rio. Simplificaremos o relacionamento com o cliente e aumentaremos a satisfa\u00e7\u00e3o&#8221;, complementa Luiz Vieira, diretor de Suprimentos da Oi.<\/p>\n\n\n\n<p>&#8220;Estamos honrados e felizes em ser o parceiro escolhido pela Oi para esta importante iniciativa. As empresas est\u00e3o acelerando as suas iniciativas de transforma\u00e7\u00e3o digital e os consumidores ser\u00e3o os beneficiados neste processo,&#8221; disse Fabio Costa, general manager da Salesforce Brasil. &#8220;Segundo o estudo <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/br\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">State of Connected Customer<\/a> da Salesforce, 95% dos consumidores brasileiros consideram a experi\u00eancia com uma empresa t\u00e3o importante quanto os produtos que ela oferece. Esse dado refor\u00e7a a import\u00e2ncia das iniciativas da Oi para atender melhor seus clientes&#8221;, completa Fabio.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Guia de CRM para iniciantes<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Neste e-book te ajudaremos a determinar se vale a pena investir em um CRM. Confira!<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/br\/form\/sales-cloud\/guia-de-crm-para-iniciantes\/\">Baixar e-book<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/br\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/br\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/br\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/br\/pt\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Projeto da Oi com a Salesforce consolida sistemas para simplificar a experi\u00eancia dos 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