Klubi: Innovating Brazil’s credit market with smart automation and conversational experiences

Klubi is a leading fintech company in Brazil that provides credit facilities in a simple, secure, and digital manner. With the authorization from the Central Bank to operate as a consortium administrator, Klubi strives to transform the consortium market and simplify the contracting process for credit loans. Their goal is to eliminate intermediaries, allowing clients to engage in a personalized and transparent digital experience.

A consortium is a financial arrangement popular in Brazil, where a group of people come together to pool their resources to purchase a desired item, such as a vehicle or property. Participants contribute with monthly payments, and each month, one member is selected to receive the total amount, allowing them to make their purchase. This system offers an alternative to traditional loans, with the benefit of no interest charges.

Despite being a rapidly expanding ecosystem (with a 25% increase in 2023, reaching R$ 316.7 billion), contracting a consortium is notoriously known for its bureaucracy and numerous communication barriers throughout the journey — stemming from scattered information, fees, or persistent sales representatives.

To differentiate itself and innovate in this landscape, Klubi needed to focus on delivering direct, conversational, and personalized communication.

However, given the complexity of this financial solution, achieving this on a scale while maintaining service quality is not very simple. To overcome this challenge, Klubi needed to partner with a communication technology provider to help streamline their communication and automate workflows.

Klubi partnered with Infobip to implement a comprehensive communication strategy that focuses on automating processes and delivering a seamless conversational experience throughout the entire sales journey.

Their sales journey begins with customers finding their way to the website through an ad, a search, or a partner to explore loan options. Through our customer engagement solution, we enabled automated communication that sends personalized messages to customers, answers their questions, and keeps them engaged.

This ensures that messages reach clients at the right time, FAQs are automated through conversational AI, and issues are addressed more efficiently.

After the initial engagement stage, prospects are transferred to Sales Development Representatives (SDRs), who filter leads and qualify them based on interest to negotiate with specialists. This engagement process is part of 60+ mapped flows, which range from engagement and cart abandonment recovery to addressing common queries and initiating negotiations for acquiring a “consortium.”

Klubi primarily communicates with its customers through the WhatsApp Business Platform, which is incredibly popular in Brazil and has become a cornerstone of their interactions. However, it soon became clear that to meet the members’ needs, a greater mix of channels needed to work together in an omnichannel and orchestrated manner.

As a result, Klubi also began implementing SMS for transactional communications, such as two-factor authentication (2FA), and emails for promotional interactions including re-engagement campaigns for cart abandonment and special offers. Additionally, they are experimenting with RCS to understand if it is a suitable channel for Klubi’s journeys and when it can be effectively used.

Once leads are qualified, they are seamlessly transferred to a human agent through our cloud contact center solution, Conversations. Through it, agents have a complete 360-degree view of the lead’s journey and can continue the conversation in a contextual and agile manner.

The implementation of our solutions has brought significant results for Klubi:

The combination of advanced technology, digital channels and direct conversational engagement has transformed Klubi’s customer experience and positioned them as an innovative leader in the “consortium” market.

Klubi’s case demonstrates that by adopting intelligent and integrated solutions, it is possible to transform a traditional sector, providing an exceptional customer experience and achieving impressive results.

In the future, Klubi plans to explore other solutions through Infobip to continue enhancing customer engagement and streamlining operations.