Grupo Panvel's service strategy
Client
Grupo Panvel, leader in pharmaceutical retail in southern Brazil (US$920M annual revenue, 600+ physical stores)
Role
Customer Service Lead
Team
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Regional Manager
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Regional Manager
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Branch Manager
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Branch Manager
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8 Customer Service Attendants
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8 Customer Service Attendants
Challenge
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High operational losses due to gaps and inefficiencies in service blueprint
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High operational losses due to gaps and inefficiencies in service blueprint
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Misalignment between customer journey and internal processes across multiple departments
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Misalignment between customer journey and internal processes across multiple departments
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Need to reduce waste and improve service delivery without increasing costs
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Need to reduce waste and improve service delivery without increasing costs
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Train team to implement new blueprint after validation
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Train team to implement new blueprint after validation
Key actions
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Redesigned service blueprint integrating customer journey with processes across company departments
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Redesigned service blueprint integrating customer journey with processes across company departments
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Lean thinking and design thinking application to identify waste and optimization opportunities
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Lean thinking and design thinking application to identify waste and optimization opportunities
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Leadership, training, and team management for capacity building
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Leadership, training, and team management for capacity building
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Project management for validation and rollout
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Project management for validation and rollout
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Trained people to implement new blueprint after validation
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Trained people to implement new blueprint after validation
Impact
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Reduced operational losses by up to 15%
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Reduced operational losses by up to 15%
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Service efficiency improvements reaching 97% (previous benchmark was 92%)
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The launch introduced a new SaaS model for Greiner, with subscription plans ranging from BRL 200 to BRL 990 per month 2022
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Service efficiency improvements reaching 97% (previous benchmark was 92%)
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Inventory loss reduction in the order of 25% through better control
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Inventory loss reduction in the order of 25% through better control
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Team empowered with autonomy to maintain and iterate on new service model
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Team empowered with autonomy to maintain and iterate on new service model
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Foundation for expansion: Panvel later grew to 600+ stores and maintained regional leadership
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Foundation for expansion: Panvel later grew to 600+ stores and maintained regional leadership
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© Stephan Oliveira, 2026
stephan.oliveira.design@gmail.com
© Stephan Oliveira, 2026
stephan.oliveira.design@gmail.com
© Stephan Oliveira, 2026
stephan.oliveira.design@gmail.com
