Lojas Edmil
How Lojas Edmil quickly and efficiently seniorized its team
Lojas Edmil, in partnership with BossaBox, digitized financial services that were previously restricted to physical stores, increasing the volume of renegotiations and generating more scale for the operation.
Sector
Retail
Company Type
Mid Corporate
Solution
Discovery & Delivery
Team
3 Prolancers
About the company
Lojas Edmil is a retail chain founded in the 1980s in Elói Mendes, in southern Minas Gerais. Currently, the company offers various types of furniture, appliances, electronics, and household utilities to its customers, as well as some financial services, such as personal loans.
For this reason, it has several business units, including: retail, credit, logistics, in addition to a robust back office structure to support operations. Its main activity is concentrated in Minas Gerais with 75 physical stores, and they also have a strong online presence through their e-commerce. The customer profile served is mainly C, D, and E.
Problem identified
The company faced the challenge of developing a customer-centered communication strategy to unify its service channels. Furthermore, some basic services – such as issuing a second copy of the bill, payment of installments via Pix, and access to invoices – were only available in physical stores, even with the existence of e-commerce.
There was also a difficulty in proving internally the need to hire a Product Designer, due to budgetary constraints. Another critical point was the scarcity of professionals with market experience in the region to scale the operation efficiently. The internal team, although senior, was very focused on business knowledge, requiring reinforcement of specific technical skills.
Implemented solution
With the support of BossaBox, Lojas Edmil initially hired a Product Designer, who led the construction of the communication strategy with the client and the design definitions for a relationship portal.
Validations were carried out with clients, managers, and store analysts to ensure the solution's adherence. The product strategy was co-created with the marketing team, allowing for an understanding of user behavior on the portal through tagging.
Subsequently, two software engineers were integrated into the team to execute the planning. All development of the portal was treated as a product, rather than a project, with a continuous focus on evolution and data-driven deliveries.
The highlight of the partnership between BossaBox and Lojas Edmil was the quality in the management of the allocated professionals. From the beginning, the detailed filling of the job description was essential to ensure alignment between the client's needs and the profile of the selected professionals.
With careful curation, the three hired professionals showed strong cultural and technical adherence, resulting in a swift onboarding process with minimal ramp-up.
The adoption of follow-up rituals, such as bi-weekly feedback and transparent communication between the company and partners, was crucial to maintain engagement and continuously align expectations—factors that directly contributed to value generation in the short term.
Results
The implementation of the new customer relationship portal brought significant improvements in the customer experience, allowing services that were previously limited to the physical store to be performed online, such as issuing invoices, renegotiating debts, and accessing tax documents.
There was a significant increase in the number of renegotiations conducted through the portal, validating the positive impact of the solution. Furthermore, the company began to monitor the conversion of marketing campaigns more accurately, thanks to the implemented tagging. The team gained the capacity to scale with experienced professionals, and the operation started to rely on real data to evolve its products.
"With BossaBox, we had the security of relying on experienced Prolancers who knew how to lead the team and ensure deliveries. This support was essential for scaling the knowledge of our internal team."
Nelson Robson
Engineering Manager na Lojas Edmil