SESC MS reaches 92% satisfaction in service with RD Station solutions. With support from agency BW8, the social institution integrated its marketing, CRM, and WhatsApp ecosystem with its internal ERP, gaining operational efficiency and scalability in its digital journey. October 29, 2026 - 11:37 Font size: -A+A SESC MS serves thousands of people monthly across its network of units. Photo: disclosure. The Social Service of Commerce of Mato Grosso do Sul (SESC MS) reached the significant mark of 92% satisfaction in services provided to the public after modernizing its digital journey. The result was driven by the integrated implementation of RD Station Marketing, RD Station CRM, and RD Station Conversas, solutions from the portfolio of TOTVS - Brazil's largest technology company. The project, carried out in partnership with agency BW8, structured a centralized operation that connected the technology ecosystem to the organization's ERP, generating efficiency for a structure with more than 2,000 employees and revenue of more than R$300 million. As one of Brazil's largest social institutions, with a strong regional presence and national impact, SESC MS serves thousands of people monthly across its network of units. Faced with the growing digitalization of consumers, the organization faced a clear challenge: the need for more agile and intelligent service channels. Until then, digital touchpoints were decentralized and poorly integrated, which made it difficult to control the journey, govern data, and personalize communication with the public. To transform this reality, the institution relied on the expertise of agency BW8 Martech, which implemented a new digital model supported by three pillars: WhatsApp service, integrated automations, and a unified view of the journey. The project's major turning point was the complete integration between RD Station tools and SESC MS's internal management system (ERP), ensuring data consistency and agility in operational flows. With the new structure, all entry points, such as the website, WhatsApp, and landing pages, began generating smart tags that automatically feed service funnels in RD Station CRM. RD Station Marketing automations were reconfigured based on user behavior and interaction history. At the same time, WhatsApp took on a leading role as the main relationship channel through RD Station Conversas, offering optimized flows with artificial intelligence, contextualized responses, and 100% centralized control. "The new digital experience brought agility, proximity, and more control over our service processes. We can now offer the public an integrated and much more efficient journey, directly reflecting the quality of the service we deliver," highlights Vitor Mello, Regional Director of SESC MS. The impact of the transformation was immediate in the public experience, reflected in the 92% satisfaction rate (NPS) in the new digital flow. As a nonprofit institution, the project's focus converged on efficiency, resulting in operational savings, expanded service capacity with a leaner structure, and increased participation in SESC MS programs. There was also a drastic reduction in communication gaps between internal departments and the consolidation of faster, more humanized, and scalable service. "SESC MS perfectly illustrates how technology should act as an enabler of human relationships. By integrating conversational service, CRM, and ERP, the institution not only optimized its internal processes and reduced costs but also ensured that every citizen served has an agile, personalized, and effective experience at large scale," highlights Luis Lourenço, director of New Business at RD Station, a TOTVS operation. BW8 is part of RD Station's partnership program for marketing and sales agencies and consultancies. Today, the ecosystem brings together more than 2,000 partners and follows the market transformation driven by artificial intelligence, in which agencies take on an increasingly strategic role in their clients' growth. BW8 is part of the Diamond level, the program's highest recognition. To learn more about TOTVS's portfolio of marketing and sales solutions, visit the website. About TOTVS Brazil's largest technology company, TOTVS creates solutions to enhance the evolution of people and companies. With more than 70,000 clients in Brazil and several Latin American countries, it has a complete technology ecosystem: TOTVS Gestão, with ERPs, cross solutions, and specialized systems that ensure greater productivity, efficiency, and governance; RD Station, with digital marketing, sales, and relationship tools for companies to boost their businesses and grow; and Techfin ERP Finance, which offers B2B credit and payment solutions to expand, simplify, and democratize companies' access to financial services. In the last 5 years, TOTVS has invested R$3 billion in research and development, with emphasis on artificial intelligence, seeking to innovate increasingly to be its clients' trusted advisor. The companies that move the country trust TOTVS. The Brazil that makes things happen does it with TOTVS. Learn more at: http://www.totvs.com.br Baguete.

Ploomes names Fernanda Lima as new marketing director. Executive with more than 20 years of experience in the field joins Ploomes at a time of strengthening its growth strategy. 11/09/2026 12:00 Ploomes, a CRM company in Latin America and a Sankhya Group company, announces Fernanda Lima as its new marketing director. With more than 20 years of experience in marketing at renowned technology, media and education companies, the executive arrives to strengthen the company's growth strategy at a time of business transformation and platform evolution. The hire is part of a broader move by Ploomes for the coming years. In August, Caio Vidal took over as chief revenue officer (CRO), leading the company's sales, marketing and revenue areas. Now, with Fernanda's arrival, the company is advancing in building a new brand and product strategy. In practice, the new director's priorities will be to strengthen brand positioning, qualify demand generation and bring the product, sales and marketing areas closer around business objectives. "I want to help build an increasingly integrated operation, in which knowledge about the market and customers is at the center of decisions. With common goals and clear metrics, I believe we can increase the efficiency of demand generation and contribute to the company's sustainable growth," says Fernanda in a note. "We are building a new vision for CRM, more connected to the transformations taking place in technology and, especially, to the advancement of AI. Fernanda's arrival reinforces this vision and helps us prepare Ploomes for the next cycle of growth," adds Matheus Pagani, CEO of Ploomes. Before taking the position at Ploomes, Fernanda worked as head of marketing at RD Station, a TOTVS company, where she led a team of 25 professionals in content, market education, demand generation and events. In the role, she worked directly with sales, revenue operations and product areas to structure go-to-market strategies, pipeline generation and revenue growth across the entire product portfolio. Throughout her career, Fernanda has worked at multinationals and startups, focusing on technology projects, and has also participated in building brands and businesses at different stages of maturity. At Infoglobo, she was responsible for launching the digital subscription strategy for the newspaper O Globo and, at Pearson, she worked directly on expanding the digital portfolio for brands such as Wizard, Yazigi, COC and Dom Bosco. The executive also co-led two M&A processes as marketing lead, in the operations of eZLearn and Agenda Edu. She holds a degree in advertising from the Federal University of Rio de Janeiro (UFRJ), and a master's degree in communication and semiotics from PUC-SP. She also holds postgraduate degrees in marketing from Ohio University, digital communication from the University of São Paulo (USP), and business administration from Fundação Getulio Vargas (FGV). Startups is part of the routine of more than 30,000 decision-makers. Are you going to miss out?