Edenred, a digital platform in services and payment methods, announced an investment of €480 million in technological innovation in 2023, representing a 25% increase compared to the previous year. Since 2016, the French group has already invested over €2.4 billion in technology across the 45 countries where it operates.
Gilles Coccoli, president of Edenred Brazil, highlights the importance of these investments for the company’s service expansion. “Investing in technology is fundamental to broaden our range of services focused on the B2B2C model, integrating partner solutions and expanding our distribution channels,” says Coccoli.
In 2023, Edenred managed a €41 million business volume, mainly through mobile applications, online platforms, and cards. “We have approximately three thousand professionals dedicated to technological development in the Group, including internal and third parties, with about 200 of them specialized in data,” reveals the executive.
Edenred also aims to enhance the customer experience through technology. An example is EVA (Edenred Virtual Assistant), an artificial intelligence-based tool that provides personalized support to employees, client companies, and merchants. Developed by the Brazilian operation, EVA serves audiences of Ticket, Edenred Ticket Log, Edenred Repom, and Edenred Pay, as well as company employees in areas such as HR and legal. “Interactions have become 35% quicker compared to call center performance, and EVA has already handled over 8.5 million interactions with the external public,” details Coccoli.
Cybersecurity is also a significant focus of Edenred’s investments. “The IT Security area invests in controlling user access to the different Group applications, with additional layers in the login area,” says Coccoli. To increase the efficiency of internal processes, Edenred developed the RPA Project (Robotic Process Automation), saving more than 100,000 hours of repetitive work in Brazil since 2018. In 2023, the 52 active robots in Brazilian operations performed 444,000 actions, saving 23,000 robot hours, equivalent to over 48,000 human work hours.
To ensure the security and efficiency of its operations, Edenred prioritizes the use of cloud-based IT solutions provided by companies recognized for quality and long-term viability. Since 2020, the Group has been migrating its functionalities to cloud solutions, a process that will continue to improve the quality of products and services. “Cloud-based solutions ensure a high level of data availability and security, making transactions for our end-users much more efficient,” Coccoli concludes.
