Banco Bradesco delivers innovative customer service by optimizing data access and insights

Uncover customer insights to provide relevant and timely financial advice

Strengthen competitive position in an increasingly digital banking landscape

Move to Tableau Cloud strengthens compliance, security, governance, and auditing

Banco Bradesco uses Tableau Cloud and Tableau Pulse to give its banking officers the most up-to-date, innovative data and analytics solutions, to help them provide customers with personalized and relevant financial advice, as well as support the bank’s business priorities and performance.

About the Company

Banco Bradesco is one of the largest banks in Brazil and Latin America, offering financial services in retail, commercial, and investment banking. It has over 85,000 employees and serves millions of clients across the country.

Rafael Cavalcanti is Chief Data Analytics Officer at Banco Bradesco. He is responsible for all of the customer data coming into the bank, ensuring that it supports bank officers across the organization to assist customers more effectively in managing their finances and investments, offering personalized services, and providing timely, expert guidance. Cavalcanti undertook a project to bring consistency and efficiency to its data analytics by connecting all Banco Bradesco’s data sources to improve collaboration between branch offices and the headquarters, enabling better visibility of data, performance, and priorities.

Migrating to Tableau Cloud and Tableau Pulse has significantly enhanced our operational efficiency and reduced costs. This transformation has empowered our team to concentrate on strategic insights, fostering innovation, and elevating our business performance.

Rafael Cavalcanti, Chief Data Officer and Head of CRM

The Challenge

Optimize data architecture to improve competitive service and performance

Banco Bradesco, like many institutions in the banking sector, is undergoing a digital transformation, shifting away from branch-operated services toward a more digital-first approach, particularly in retail banking. As part of this evolution, the bank identified three key areas that would build on its existing data and analytics environment to improve operational efficiency, enhance customer experiences, and maintain its position as the most innovative bank in a competitive market.

Standardize and optimize data and analytics – Legacy analytics tools created inefficiencies and inconsistencies, complicating compliance with data regulations, data management, and upskilling employees.
Enhance customer service and business performance – Having faster insights into financial markets and products–combined with improved customer understanding–would enable the bank to deliver more personalized and effective sales and marketing experiences.
Maintain competitive position – Removing the barriers to access to the latest data and analytics tools across the organization would ensure high availability of service at all times.

Operating multiple analytics platforms required significant effort, so Banco Bradesco made the strategic decision to consolidate its analytics tools and migrate them to the cloud, knowing that a unified approach would enhance efficiency while ensuring a more consistent and scalable data strategy. By doing so, the bank aimed to streamline operations, optimize investments, and enable its team to become deeper experts in the tools.

These goals motivated Banco Bradesco to transitioning their data architecture—which is the framework or structure for how an organization collects, manages, processes, and uses data—to the cloud. As a result of moving to the cloud, they reduced the time and effort spent on maintaining system availability, implementing patches, and deploying the latest versions—all of which restricted access to cutting-edge innovations that would improve its banking services and business performance. By consolidating its analytics environment and embracing cloud solutions, the bank positioned itself to benefit from near real-time updates, improved resilience, and a future-ready infrastructure that supports continuous innovation.

How Tableau Helps

Consolidate data sources for stronger compliance, governance, security, and auditing

Consolidating its multiple analytic tools to Tableau has enabled Banco Bradesco to significantly improve service availability, efficiency, and consistency in data management. Beyond the cost-benefits from consolidating investments, moving to Tableau Cloud and using Tableau Pulse has enabled its team to streamline its internal skill development, becoming deeper analytics experts.

The migration itself from on-premises to Cloud involves a hundred databases and 4000 users and was done with zero downtime.

Tableau helps Banco Bradesco ensure its data posture remains compliant by providing robust security, governance, and audit capabilities, while maintaining data integrity and transparency.

Be cloud-first to foster innovation and competitive advantage

Banco Bradesco has long been at the forefront of innovation and digital transformation in Brazil’s financial services sector, often being among the vanguard to give its employees access to the latest, cutting-edge tools that help them make better decisions and deliver better service. However, managing an on-premises data and analytics platform comes with challenges: manual patching, version control, and downtime risks that can slow innovation.

By moving to Tableau Cloud, Banco Bradesco eliminates these roadblocks, gaining immediate access to the latest analytics capabilities without the burden of infrastructure maintenance. With automatic updates, the bank always benefits from the newest features, security patches, and performance enhancements, ensuring compliance with evolving regulatory standards while maintaining high availability for mission-critical reporting. This shift allows the bank’s data analytics team to focus on delivering strategic insights rather than managing software updates.

What’s more, this also means Banco Bradesco can equip its officers with the most innovative tools as soon as they are released. Instead of waiting for IT-led upgrades, the bank’s employees get instant access to AI-driven analytics, embedded insights, and near real-time collaboration features, helping them respond faster to market changes and customer needs and offer data-driven advice.

The move to Tableau Cloud has allowed Bradesco to adopt the AI-powered capabilities of Tableau Pulse, which provide business insights in near real time. This ensures that decision-makers can act swiftly based on accurate, up-to-date information, ultimately driving operational excellence and improved customer service.

Accurate insights into customer needs

Customer service is one of the most complex and high-stakes functions for any financial organization: response times, resolution rates, and customer satisfaction (CSAT) scores are critical metrics that can directly impact revenue and brand loyalty.

Banco Bradesco uses Tableau Cloud and Tableau Pulse to help serve its private, commercial, and investment banking clients. From a customer perspective, its officers use the analytics dashboards within Tableau Cloud to understand the financial trends and options to advise clients on how best to manage their money. They’re now able to pull from a range of relevant data insights automatically—using AI-powered insights in natural language—and apply to relevant data around individual customers.

For customer relationship marketing, Bradesco’s officers gain insights into customer interactions and can quickly see trends and outliers related to churn or money-movement risks with up-to-the-minute accuracy, allowing them to prioritize high-value accounts and tailor their outreach and sales strategies. Tableau Pulse surfaces AI-generated insights to warn officers when to take action and prioritize customers.

Marketing teams, meanwhile, can analyze campaign performance with current data, adjusting messaging and targeting based on immediate feedback rather than waiting weeks for reports.

With automated alerts and AI-driven insights from Tableau Pulse delivered directly into workflows, officers can proactively address customer pain points before they escalate.

As a business, the bank also uses Tableau to improve its own sales functions. Pulse provides officers with data-driven actionable insights into business priorities and where to spend time and resources. Its officers can analyze customer data and market trends to get a complete and timely view of customer needs, enabling them to tailor products and additional services to sell onto clients.

Sales activity is also tracked within Tableau and linked to an incentives program, providing both employees and management with automated reports and insights into performance.

The Tableau Difference

Bringing Tableau Cloud, and insights generated by Pulse, into Banco Bradesco has enabled the bank to provide truly competitive and sector-leading services, with the bank’s officers delivering timely and relevant customer service and helping the bank to improve its business performance.

Tableau Pulse is transforming how the bank engages with data, moving beyond static reports to personalized, timely, AI-driven insights. Currently, 400 users leverage Tableau, with adoption steadily increasing across the organization.

One of the biggest influences for selecting Tableau are the strong and active community forums, user groups, events, and resources. The Tableau Community helps Banco Bradesco learn best practices and share its own experiences, with the organization participates in many of the events and workshops, fostering its own network of experts.

The Results

Banco Bradesco is a long-standing customer of Tableau, and its positive experiences with solutions led it to migrate its entire data and analytics environment to Tableau Cloud. The results are transformative and deliver productivity gains across the organization.

83% reduction in time to gather campaign data, enabling Banco Bradesco’s CRM organization to be more effective, using Tableau to connect with Google, Teradata and automate this task. Reports that used to take six days, now take less than a single day.
1.6 Million reduction in cost after migrating from Tableau Server to Cloud, eliminating infrastructure and human effort to maintain and update this environment.
99.9% achievement in reaching customer service level agreements (SLA) as a result of migrating to Tableau Cloud.