CHALLENGE 

Deliver seamless, inclusive customer experiences across a diverse and rapidly evolving telecom market 

In recent years, Brazil’s telecommunications market has undergone a profound transformation. Connectivity is no longer the end product, it is just the starting point. Customers now expect integrated services, seamless journeys, and personalized experiences that reflect their preferences and context. 

For Vero, one of Brazil’s leading fiber optic ISPs, this shift raised a critical question: how can we anticipate the needs of highly diverse customer profiles and deliver value far beyond internet access? 

Customer behavior varies significantly across the country. In major cities, most users prefer fast, digital interactions. In smaller cities and regional areas, proximity and human touchpoints, face-to-face conversations and in-store support remain essential. Balancing both worlds without compromising operational efficiency is especially challenging in a country as large and diverse as Brazil. 

Before consolidating its communications strategy, Vero relied mainly on traditional channels such as email and SMS, along with strong in-store and call center support. Channels were not fully unified and, in some cases, were managed through different providers, creating silos and limiting visibility across the customer journey. As the company expanded and WhatsApp adoption surged in Brazil, Vero identified a growing gap in delivering fast, contextual, and scalable digital interactions. The need for a cohesive omnichannel approach became clear. 

Streamlined omnichannel engagement with WhatsApp at the core, automation, AI, and data-driven orchestration 

Vero partnered with Infobip to strengthen customer engagement and digitalize critical customer journeys. Leveraging our omnichannel communications platform, Vero unified communications across SMS and WhatsApp to create seamless, end-to-end experiences. Email is also integrated as a key channel, supporting millions of messages monthly, complementing customer outreach and engagement by adapting to diverse user preferences across Brazil’s urban and regional areas. 

Together with Infobip, Vero digitalized key touchpoints, including: 

WhatsApp Businesses became Vero’s primary customer contact channel, centralizing interactions and redefining critical processes. The journey starts at registration, where customers provide consent and their contact details are verified through email validation and number lookup. Once segmented, they receive targeted campaigns or can initiate conversations directly. Using our Chatbot Builder for automated dialogues, Vero guides customers through key use cases, with seamless handover to human agents when needed — ensuring a smooth path from opt-in to resolution within a single channel. 

One practical example is Vero’s vision to reduce cancellations of technical visits often by using WhatsApp calling, allowing technicians to quickly reach customers in real time. This approach will streamline coordination for scheduled visits, improving both efficiency and customer satisfaction.  

Another major milestone was implementing WhatsApp Payments integrated with Pix, Brazil’s popular instant payment method. Adoption was immediate, reflecting the natural digital behavior of Brazilian consumers. The solution reduced operational costs and accelerated the payment cycle, contributing directly to improved cash flow and efficiency. 

Beyond digital channels, Vero transformed its physical stores into digital enablement hubs designed to educate and guide customers toward new channels, reinforcing its commitment to digital inclusion regardless of location or profile. 

Empowering Vero with a scalable SaaS foundation 

Internally, Vero implemented our customer engagement solution to provide the marketing team full ownership of the customer journey. What once required ongoing technical support can now be managed directly by marketing, helping the team: 

This shift helped Vero move faster, experiment more, and scale successful strategies with confidence.  

At the heart of this journey is our cloud contact center, which connects digital engagement with customer support. Customers no longer need to navigate rigid IVR menus. Instead, they simply write what they need and start a natural, AI-powered conversation. This setup: 

Looking ahead, Vero has started using RCS for Business as the next step in its communication strategy. By adding richer, branded, and interactive messaging, the company aims to:  

The partnership continues to evolve, combining technology, purpose, and a human-centered approach to design the future of digital experiences in large, medium, and small cities across Brazil. 

16x ROI, significant cost savings, and measurable gains in efficiency and engagement 

Our partnership with Vero has generated Vero has generated notable engagement improvements, faster response times, contextualized support, and unified conversation management across channels. 

Main results include: 

By combining omnichannel communication, automation, AI, and data-driven engagement, together we are redefining what digital inclusion and customer experience mean in Brazil’s telecom market, proving that innovation and human proximity can successfully coexist at scale.