This study presents a solution to the low operational efficiency and inadequate use of inputs in the customer service channels of a major Brazilian financial institution. The work adopted the Design Science methodology to develop a platform that unified customer service systems and direction of demands and business processes. The solution initiated the digital transformation of service channels and contributed to the significant improvement in process management by allowing an integrated view of the relationship, facilitated the analysis of services and promoted to customers, regardless of the point of contact, the experience of successful journeys
