Tropical Hub × HubSpot
Impact Awards 2025 · Technical Expertise

PagaLeve unified 4 disconnected systems into one HubSpot architecture

In 6 months, with zero operational downtime, the Brazilian BNPL fintech replaced Pipedrive, Intercom, and manual BI with a custom HubSpot architecture — processing 250,000+ monthly interactions with 77% automation.

Industry
Fintech · BNPL
Region
LATAM — Brazil
Timeline
6 months
Partner
Tropical Hub Elite
PagaLeve
PagaLeve
77%
Automation rate
tickets without human interaction
−93%
1st response time
from 3h to <10s via bot
3.1M+
Tickets processed
all-time since go-live
−67%
Merchant activation
from 90 to 30 days
The Challenge

4 systems. Zero visibility. A broken collections engine.

PagaLeve connects retailers and consumers through PIX-based installment payments. As the company grew, a critical flaw was exposed: four systems running in complete isolation made it impossible to build the automated collections engine that a high-delinquency credit business requires.

Support agents switched between three platforms per ticket, wasting 80–120 agent-hours per day. Without a 360° view, delinquency automation was simply not possible.

80–120h
horas-agente desperdiçadas por dia
alternando entre plataformas
Replaced
📊
Pipedrive
Sales CRM for merchant acquisition
Replaced
💬
Intercom
Customer support for consumers & merchants
Integrated
⚙️
Proprietary System
Installments, billing, merchant data
Replaced
📋
Planilhas + BI
Manual reporting and analytics
Unified into
Single Source of Truth
HubSpot CRM
Custom App · Data Warehouse · 4 Hubs
Marketing Pro
Sales Enterprise
Service Pro
Data Enterprise
The Solution

A custom-built HubSpot architecture for a BNPL business model

Zero operational downtime.
100% of retroactive data
preserved.
Technical Architecture
⚙️
Proprietary System
PagaLeve Core
⟷
4 webhooks · <2s
TROPICAL HUB
🔧
[TH] PagaLeve App
Custom HubSpot App
⟷
Fivetran + AWS Glue
🗄️
Data Warehouse
LGPD compliant
→
batch 15min
HubSpot
HubSpot CRM
8.8M contacts
Custom objects created
ACV Inbound
Brands
Business Units
15 pipelines de tickets
Self-service Bot · Chatflow Architecture
Chatflow
Results

Measurable impact across every business dimension

20K%
Growth in monthly ticket volume — same human team size
1,200 → 250,000+ / month
R$24M
Estimated service cost savings from 77% automation
R$12–24M estimated
+57%
Delinquency recovery improvement via automated collections cadence
D-5 to D+7 · 24/7 with no marginal cost
8.8M
Contacts in HubSpot — single source of truth for the entire business
NPS: ~15 → ~50
Metric
Before
After
1st response time
~3 horas
<10 segundos (bot) / ~45 min (agentes)
Monthly ticket volume
~1,200/month
250,000+/month (+20,000%)
Automation rate
0%
77% (bot 59,7% + GenAI 17,5%)
Merchant activation cycle
~90 days
~30 days (−67%)
SLA compliance
No structure
92% within SLA
NPS
~15–20
~45–55 (above fintech avg of 44)
AI Layer

Five generations of AI — culminating in ClaudIA

AI is not a feature — it is a core architectural layer that has evolved continuously since go-live. Today, 2,459,294 tickets have been resolved without any human involvement.

AI V2 → V3 → V4 → V4.1 → V4.2
Previous generations · continuous evolution
ClaudIA Current Generation
HubSpot native GenAI in production — ticket summarization, predictive insights, real-time automated dashboards. 17.5% of all tickets resolved by generative AI.
Ticket resolution — 3,186,135 total
Bot (flows) 59,7%
1.9M tickets
GenAI / ClaudIA 17,5%
558K tickets
Agentes humanos 22,8%
577K tickets
77%
full automation
Top quartile of global service automation benchmarks for a regulated financial environment
📱
Omnichannel Bot · 24/7
WhatsApp + Email · 2 personas · 92% SLA
Testimonial
"With Tropical Hub, we unified in 6 months everything that was fragmented across 4 different systems. Today we process over 250,000 interactions per month with 77% automated, activate new merchants in 30 days, and our team finally has a complete view of the customer in real time."
JP
João Prado
CS · CX Manager · PagaLeve