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Success Case

How Oi Transformed Its Digital Channels and Empowered HR and Communication with LumisXP

Oi, one of the largest telecommunications operators in the country, adopted LumisXP to unify its institutional portal, service channels, and intranet. With the standardization of the digital experience, it reached over 15,000 employees with agility, engaged the internal team, and gave autonomy to HR and Communication, without relying on IT.

Context

Oi, one of the largest telecommunications operators in Brazil, needed to standardize and modernize its digital communication with both external audiences and its employees. With dozens of service channels and an intranet accessed by over 15,000 employees, the company adopted LumisXP to unify the digital experience, increase operational efficiency, and give autonomy to the internal HR and Communication teams.

Challenges

  • Need for a standardized omnichannel experience across various channels such as institutional website, service, and intranet.
  • Efficiently manage internal communication for over 15,000 employees.
  • Low autonomy for business areas to make changes to portals without relying on IT.
  • Outdated interfaces and poorly integrated with the brand's design system.
  • Lack of customization and modern interaction features like internal social network.

Solutions

  • Implementation of oi.com.br and other channels on the LumisXP platform, with an integrated and scalable experience.
  • Oi Atende Channel with support for 30,000 agents, integrated into the company's digital ecosystem.
  • New Intranet with 15,000 users, with SSO login, personalized pages, and modern design.
  • HR with the autonomy to modify content and layout of the homepage without IT intervention.
  • Integration with internal systems and social network functionalities for greater employee engagement.

Results

With LumisXP, Oi unified and standardized its digital channels, including the institutional portal, the service channel with over 30,000 agents, and the corporate intranet accessed by 15,000 employees. The new intranet started offering a modern experience, with single sign-on (SSO), personalized pages, and features like an internal social network. Areas such as HR and Communication began managing content and layout with full autonomy, without relying on IT, which increased agility, reduced operational costs, and increased employee engagement.

+15 thousand

employees impacted

+30 thousand

agents integrated into the Oi Atende channel with a standardized experience

Autonomy

for HR and Communication to update content without relying on IT

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