Vero: Building digital connections across Brazil
How a partnership based on technology, innovation, and proximity is driving new experiences for millions of customers, with WhatsApp at the center of their digital journey.
Brazil’s telecommunications market has experienced significant changes in recent years. While connectivity used to be the end product, today it is just the starting point. Customers expect more; complete solutions, integrated services, and experiences that meet diverse profiles, from digitally savvy urban customers to those who value human interaction in smaller towns.
For Vero, one of Brazil’s largest telecommunications companies and a reference in digital inclusion, this shift posed a clear challenge – how to anticipate the needs of such diverse customers and deliver value far beyond internet access?
This is where the partnership with Infobip proves its value. We have been part of Vero’s operation from the very beginning, helping create a unified journey across all channels focused on speed, clarity, and contextual service.
In our conversation, Tamires Bergamim, Digital Transformation Manager at Vero, shared how they are ensuring that every customer, regardless of profile or location, receives a personalized and meaningful experience.
Digital evolution for diverse customer profiles
Vero serves audiences with very different behaviors. In large cities, customers prefer to solve everything quickly and digitally. In smaller towns, the experience takes on another layer: proximity, face-to-face conversations, and even sharing a coffee at the store.
The challenge is balancing these two worlds without losing efficiency. With our support, Vero has also been working to transform physical stores into digitalization points: spaces that educate, guide, and encourage customers to explore new channels. This expands access and reinforces Vero’s commitment to digital inclusion, regardless of profile or location.
WhatsApp as the communication hub
In Brazil, you simply can’t exist without WhatsApp. For Vero, it’s the primary point of contact with customers. With our platform, Vero has consolidated:
- Portfolio change notifications
- Appointment reminders and updates
- Self-service flows
- Personalized communications
This approach delivers strong engagement, with timely responses and interactions that feel natural to the customer.
Continuous innovation and operational efficiency
Thinking about the future means rethinking every step of the journey. This mindset led Vero to evolve critical processes with WhatsApp at the center of operations.
One example is reducing missed technical visits, especially when customers are unavailable or don’t answer. With WhatsApp Calling, Vero plans to strengthen communication between field teams and customers, making the process safer and more efficient.
We are always trying to adapt our processes to WhatsApp. A process we are currently looking at is how we can reduce interruptions. For example, sometimes a visit is scheduled and the customer isn’t home or doesn’t answer. We found a very interesting feature called WhatsApp Calling. We plan to implement it soon to create secure communication between our field team and the customer, making the whole process smoother and ensuring customer satisfaction.
Tamires Bergamim
Digital Transformation Manager at Vero
Another major advancement came with implementing WhatsApp Payments integrated with Pix. Adoption was immediate, reflecting the natural behavior of Brazilian consumers. Additionally, the solution reduced operational costs and accelerated payment cycles.
These moves reinforce Vero’s commitment to applied innovation, always with the goal of making the customer experience engaging.
Autonomy, agility, and intelligence in communication
The evolution of communication has also redefined the role of internal teams. Previously, creating or adjusting communication flows required constant technical support. With our platform, that has changed. Today, Vero’s marketing team has autonomy to:
- Create complete journeys
- Test different approaches
- Adjust campaigns in real time
- Analyze performance without relying on the tech department
The outcome is speed, experimentation, and the ability to scale strategies much faster.
Vero now benefits from smoother interactions, location identification, contextual support, and unified conversation management. This evolution is the result of a genuine co-creation relationship, where Infobip listened to feedback and implemented improvements that transformed both the product and day-to-day operations.
The future of connectivity with AI
With AI, Vero has eliminated rigid menus and turned interactions into natural conversations, where customers simply write what they need. This reduces friction, speeds up resolutions, and enables more precise segmentation. In a sector with multiple internal systems, AI allows data unification and delivers personalized journeys for every type of customer.
The advantage of AI is that we no longer need to build menus based on yes/no answers. The customer can write what they want, and we go straight to the point. AI also helps us with internal challenges: multiple systems, multiple developments. We are able to unify information, create specific segments, and deliver unique experiences for every type of customer profile.
Tamires Bergamim
Digital Transformation Manager at Vero
Vero and Infobip: Connecting people, business, and new possibilities
For Tamires Bergamim, this partnership can be summed up in one word: “Amazing.” The partnership continues to evolve, combining technology, purpose, and a human touch in every journey.
Together, we are shaping the future of digital experiences in small, medium, and large cities, always guided by the real impact that connectivity brings to people’s lives.
