Merger between INDECX and Track.co creates absolute leader in Customer Experience in Brazil

Track.co and INDECX, two of the largest references in customer experience management in Brazil, announced their merger, forming the largest customer experience and Voice of the Customer (VOC) monitoring company in Latin America.The new organization serves more than 1,000 corporate customers in 35 countries, developing software and solutions for NPS research, satisfaction, VOC strategies and data intelligence, helping companies evolve their journeys and expand their revenues. 

With the union, a robust and integrated structure is born, which combines the best of the two companies in the development of tools, methodologies, cases and education for the market. Both already stood out in Voice of the Customer programs individually, acting as competitors, and now add forces in a Customer Experience market that grows rapidly in Brazil and Latin America. 

The new company will adopt the INDECX brand, joining all the knowledge, technology and authority of Track.co and its founders. Governance will count on Rafael Nascimento (founder of INDECX) as CEO, Caio Fernando as Director of Technology (CTO), and the founders of Track.co (CXO & Customers and Marketing), Luiz Carvalho (CPO & Product) and Jose Choucaira (CFO Finance and HR) (taking positions in the executive board. 

This merger consolidates the presence of the new company in strategic sectors such as healthcare, retail, automotive, insurance, industry, utilities and services, reinforcing its position as an absolute leader in the customer experience management and VOC market. 

With the merger, INDECX significantly expands its technological capacity, focusing on the development of solutions based on artificial intelligence, machine learning and big data, as well as strengthening its professional services in the areas of customer monitoring, market and analytical data. The company becomes complete providing software and also research through various channels, as well as analysis and insights. 

According to Gartner, the Customer Experience market in Latin America grows, on average, 25% per year, with enormous potential for maturity, approaching the standards of more consolidated markets, such as the United States and Europe, where billionaire companies already operate. 

“This union represents a historic milestone in the customer experience sector in Brazil. By joining forces, we have expanded our capacity for innovation and value delivery to our customers, strengthening our position as absolute leaders in the” market, says Tomas Duarte, co-founder of Track.co. 

“This movement allows us to expand our operations, scale our team and offer even more complete, innovative solutions with an increasingly close and specialized service”, adds Rafael Nascimento, CEO of INDECX. 

The operation is supported by venture capital funds Provence, Quartz and Green Rock, which believe in the potential of the Customer Experience market in Brazil and project accelerated growth.Internal estimates point to the possibility of tripling or quadrupling revenue in the next four years, reinforcing the maturity, long-term vision and scalability of the new organization. 

“For Marcel Malczweski, CEO and partner of Quartz Capital, the operation is aligned with the management's mission to foster the growth of technology-based companies with high potential for scale and value generation.“Na Quartz, we believe in the power of the combination of technology, data and management to accelerate the transformation of markets. The union between INDECX and Track.co consolidates a robust player, with leadership in Brazil and Latin America, able to meet a growing demand for Customer Experience solutions. Our role is precisely to support businesses that are prepared to scale sustainably, promoting innovation, efficiency and positive impact on their markets, highlights the CEO.

“We believe in this union because it strengthens our thesis that the Brazilian Customer Experience market is in full expansion and maturation, which explains the growing volume of investments in the sector in recent years”, says Igor Brito, Partner and Managing Partner of Provence Capital, one of the INDECX investor funds.