Tropical Hub × HubSpot
Impact Awards 2026 · 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
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)
HubSpot Data

Numbers extracted directly from HubSpot

All data sourced from PagaLeve's HubSpot Service Hub portal. Charts represent real operational metrics from the deployed architecture.

Volume Growth
Monthly Ticket Volume — Jan 2024 to Mar 2026
3.2M+ total
Automation
Automation Rate Evolution — 2021 to 2026
Channels
Human Agent Tickets by Channel
AI Layer
AI Version Evolution — Jun 2025 to Jun 2026
AI V4.2 → 89% share
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