Grupo Avenida Case - Credit Reactivation with RPA

The challenge

GAV, in its quest to optimize customer experience and efficiency of its credit operations, identified an improvement opportunity in the credit reactivation process for customers who had regularized their situation. The existing flow, which involved manual identification of compliant customers, payment history review, risk assessment in legacy systems and cadastral update, required considerable effort from the team.

The company sought a solution that would accelerate this process, ensuring that customers could have their credit reactivated more quickly, contributing to satisfaction and the ability to offer new products.

The Solution

To optimize and accelerate credit reactivation, an RPA solution was implemented that automated the entire cycle.

01. Automated detection

The automation daily consults GAV's internal API to accurately identify customers who have regularized their debts. This automatic detection accelerates the start of the reactivation process, eliminating manual checks and ensuring more agility, reliability and time savings for the team.

02. Risk analysis

The solution connects directly to GAV's credit engine, sending data for score assessment and receiving credit limit recommendations. The entire flow occurs without human intervention and is logged for audit purposes, ensuring security, agility and transparency in the process.

03. Reactivation and governance

The bot automatically fills in data in the management system, enables the customer's card and solves CAPTCHA when necessary. Each action executed by automation is recorded with timestamp, status and details in an internal panel, ensuring total traceability and compliance with GAV's processes.

Results

The automation of the credit reactivation process brought significant gains to GAV, directly impacting operational efficiency and customer satisfaction:

40x+ productivity

The process execution time dropped from 200 monthly hours of manual work to just 5 hours with automation. The new routine brought agility and efficiency, allowing them to focus on more strategic and higher value tasks for the business.

-90%in cost

Automation enabled the relocation of five employees, generating a significant reduction in direct labor costs. The process became fully automated, with greater use of internal resources.

+50%in results

Process efficiency enabled an immediate 50% increase in the number of reactivated credits in the first month. This allowed GAV to offer credit more quickly, increasing its competitiveness and market presence with scale.

100%of operations

All steps executed by automation are recorded with date, status and details. This ensures total traceability of actions, facilitates internal audits and ensures compliance with policies and standards required for financial operations.

3 weeksfor delivery

The solution was implemented in record time: in just 3 weeks, it was already in production. The fast and well-structured delivery demonstrates the technical capacity of the team involved and proves the effectiveness of implementation in high-demand environments.

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