- Enterprise SaaS
- Contact Center
- Global rollout
- Integrations & APIs
- Platform implementation
BYD's Brazil Pilot, Scaled Across the Americas
Minimum viable implementation built and launched in Brazil — customer care, conversational AI wired into BYD's dealer CRM, and social listening — then used as the template the Mexico, Central America, South America, and North America launches were built from.
- Company
- Sprinklr
- Client
- BYD
- Period
- Jan 2024 – Feb 2025
- Role
- Senior Project Manager
Context
- Client-facing enterprise SaaS delivery for a global automotive manufacturer entering new markets.
- Phased program: a minimum viable product launched in Brazil first, then expansion by module and by market.
- Coverage across the Americas — Brazil, Mexico, Central America, South America, and North America with the Caribbean — delivered in Portuguese, Spanish, and English.
Challenge
- Expand a live implementation across markets with different operations, languages, and time zones.
- Integrate conversational AI with the client's CRM so captured leads reached the dealer network.
- Keep each regional expansion predictable while the Brazil build kept evolving underneath it.
My responsibility
- Owned delivery of the implementation from the Brazilian launch through each regional expansion.
- Acted as the primary communication point between the client, internal teams, and business areas.
- Translated Statement of Work commitments into scope, schedules, resource plans, and delivery priorities.
Approach and governance
- Phased delivery: a minimum viable build proven in Brazil, then module and market expansion in waves.
- PMBOK-based governance across scope, schedule, risk, cost, and communication.
- Requirements captured in a build requirements workbook and signed off before each build phase started.
- Discovery run per market before committing dates for the next expansion.
Key actions
- Ran the Brazil pilot, which the Mexico, Central America, South America, and North America launches were then built from.
- Delivered the customer care foundation: case management, agent console, service roles and personas, and WhatsApp as a service channel.
- Built a conversational chatbot with intents, entities, and an FAQ bot, in Portuguese, Spanish, and English.
- Integrated the chatbot with BYD's CRM so leads captured in conversation flowed through to the dealer network.
- Delivered a Knowledge Base for agents, structured for both internal and public-facing use.
- Delivered Social Listening and Benchmarking alongside the social media operation.
- Coordinated API integrations with the client's CRM across the account.
- Managed client onboarding, kickoff, discovery, requirements, planning, go-live, and hypercare.
- Managed engagement and client satisfaction across the lifecycle, anticipating delivery and relationship risks.
- Handed the account over to Customer Success with full documentation at closure.
Outcome
- Brazil pilot adopted as the mirror and the base for the launches across the rest of the Americas.
- Conversational chatbot live and integrated with BYD's CRM, carrying captured leads through to the dealer network.
- Customer care, Knowledge Base, Social Listening, and Benchmarking delivered on the same platform.
- Account transitioned to Customer Success with documentation for operational continuity.