Para empresas que querem crescer com controle

Um sistema para operar sua empresa com IA.

Vendas, marketing, atendimento, operação, financeiro e inteligência trabalhando sobre o mesmo contexto — para sua empresa ganhar escala sem perder controle.

Sua empresa inteira. Uma operação. IA trabalhando.

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Para empresas de qualquer setor que querem crescer com estrutura, controle e inteligência.

Representação ilustrativa do trabalho em execução

O problema

Sua empresa não deveria operar em pedaços

Não é falta de ferramenta. É que cada ferramenta resolve um pedaço, e ninguém é dono do todo. O custo disso não aparece numa fatura — aparece no mês seguinte.

Sistemas que não se falam
O mesmo dado é digitado de novo — e cada cópia conta uma história diferente.
Dados duplicados
Ninguém sabe qual versão é a verdadeira na hora de decidir.
Conversas perdidas
O cliente repete o contexto a cada canal e a cada pessoa.
Tarefas espalhadas
O trabalho vive em planilhas, mensagens e na memória de alguém.
Decisões sem contexto
A escolha é feita com o recorte que estava à mão, não com o que importava.
Automações desconectadas
Cada ferramenta automatiza um pedaço e ninguém enxerga o todo.

Nenhum desses problemas se resolve comprando mais um software. Eles se resolvem quando a operação inteira passa a trabalhar sobre o mesmo contexto.

A resposta

Tudo trabalha sobre o mesmo contexto.

A Centriu não é uma coleção de produtos. É uma plataforma em que clientes, áreas e agentes leem e escrevem no mesmo lugar.

Cliente 360

Um contexto, não vários cadastros

Cada conversa, tarefa, campanha, cobrança e decisão fica ligada ao cliente e à operação — não a um sistema isolado.

Clientes
Comercial
Atendimento
Operação
Financeiro
Marketing
Inteligência
Agentes
Consultoria

As áreas abaixo são partes da mesma operação, não produtos separados. Elas compartilham conta, permissões e histórico.

IA que trabalha — não um chatbot ao lado

A inteligência artificial da Centriu participa da operação: entende contexto, prepara trabalho, executa rotinas e pede aprovação quando importa.

Entende o contexto

Lê a operação, o cliente e o histórico antes de propor qualquer coisa.

Prepara o trabalho

Redige, organiza, calcula e deixa pronto para revisão humana.

Executa rotinas

Roda o que é repetitivo dentro dos limites definidos pela empresa.

Recomenda a próxima ação

Cruza áreas, identifica prioridade e mostra o motivo da recomendação.

Pede aprovação

O que é sensível passa por uma pessoa antes de valer. Sem exceção silenciosa.

Mantém histórico e aprende

Registra o que aconteceu e usa o resultado para melhorar a próxima decisão.

O que a Centriu faz

Uma plataforma, várias frentes de trabalho. Tudo no mesmo contexto, com a IA participando do que dá para acelerar.

Comercial

CRM, pipeline, oportunidades, propostas, follow-up e automações.

Atendimento

WhatsApp, Instagram, Messenger, chat do site e e-mail no mesmo contexto.

Operação

Tarefas, responsáveis, prazos, aprovações, agenda e capacidade.

Financeiro

Contas, cobranças, caixa, fiscal, margem, IR, orçamento e inteligência econômica.

Marketing

Planejar, produzir, aprovar, publicar e medir conteúdo e campanhas.

Inteligência

Painéis, alertas, previsões, recomendações e leitura executiva.

Agentes

Rotinas executadas continuamente pela IA com controle e aprovação.

Consultoria

Diagnóstico, estratégia, transformação, acompanhamento e especialistas.

Para quem é

Para empresas que querem crescer — e crescer certo.

A Centriu faz sentido quando o volume aumenta e a estrutura precisa acompanhar. Não é sobre setor nem tamanho: é sobre a operação conseguir sustentar o próximo estágio.

As vendas crescem, mas o processo não acompanha.

As áreas trabalham separadas e o cliente sente.

A operação depende de pessoas específicas.

O financeiro ficou complexo e o caixa perde visibilidade.

O atendimento cresce em volume e em canais.

A IA entra sem contexto, controle ou histórico.

Se a empresa ainda não começou a crescer, a Centriu também ajuda a preparar a estrutura para o primeiro salto.

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Consultoria

Tecnologia sozinha não resolve uma operação mal desenhada.

A Centriu combina tecnologia, inteligência, método e acompanhamento. A consultoria diagnostica, desenha, implanta e acompanha — com evidências, não com apresentação.

Diagnóstico e imersão na operação

Estratégia e prioridades

Roadmap de transformação

Desenho da arquitetura operacional

Implantação conduzida

Acompanhamento com evidências

Benchmarking e leitura de mercado

Especialistas, rede e inteligência coletiva

A participação de especialistas depende da solução e do contrato. Não é um item incluído automaticamente em toda contratação, e não prometemos acompanhamento humano ilimitado.

Veja a Centriu funcionando na sua operação

Uma conversa para entender onde a sua operação perde tempo, dinheiro ou capacidade — e o que a Centriu faria primeiro.

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problema

Client Support Ticket Response-Time and Auto-Assignment Automation: A Deadline and an Owner From the Moment It Opens

A support ticket with no declared owner and no declared deadline is, in practice, a ticket nobody is accountable for. It sits until someone happens to notice it. By the time anyone checks, there is no way to tell how long it actually waited. Centriu Axis lets an agency configure its own response and resolution time targets per priority level. The moment a client opens a ticket against those settings, three things happen automatically: an owner is assigned — a category-specific responder first, or otherwise whoever currently has the fewest open tickets among the team members allowed to respond. A due date for first response and a separate one for resolution are computed against the agency's own real business hours rather than the raw clock. An automatic acknowledgment message tells the client exactly when to expect that first reply. A live badge on the ticket then counts down. It switches from a neutral state to amber under two hours remaining and to a red "overdue by" once the deadline passes — until someone genuinely responds.

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Why an undated, unowned ticket is invisible risk until it is too late

A ticket queue without a declared owner and a declared deadline looks fine right up until it doesn't. Nothing visibly breaks when a ticket sits untouched for three days. This is because there is no clock counting against it and no name attached to explain why. The team member who happens to check the queue that afternoon picks up whatever looks most urgent by feel. Someone else picks up the same ticket an hour later assuming nobody has. A client who has been waiting since Monday only becomes visible as a problem once they escalate directly. At that point, the damage to the relationship is already done. Centriu Axis's ticket engine answers this by making both facts explicit and automatic from the moment a ticket opens: a name, and a real deadline anchored to the hours the agency itself actually works.

A ticket queue without a declared owner and a declared deadline looks fine right up until it doesn't. Nothing visibly breaks when a ticket sits untouched for three days. This is because there is no clock counting against it and no name attached to explain why. The team member who happens to check the queue that afternoon picks up whatever looks most urgent by feel. Someone else picks up the same ticket an hour later assuming nobody has. A client who has been waiting since Monday only becomes visible as a problem once they escalate directly. At that point, the damage to the relationship is already done. Centriu Axis's ticket engine answers this by making both facts explicit and automatic from the moment a ticket opens: a name, and a real deadline anchored to the hours the agency itself actually works.

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How Centriu Axis assigns, times and gates the ticket lifecycle

An agency configures its own settings once, per organization. These settings include which categories exist and who (if anyone) owns each one by default. They also include an auto-assignment mode (no automatic assignment, a fixed default responder, or "balanced" — the responder with the fewest currently open tickets among those permitted to respond). There is a response and resolution target in hours per priority level (defaulting to 2h/8h for critical, 4h/24h for high, 12h/72h for normal and 24h/120h for low, all overridable). A business-hours window (defaulting to Monday-Friday, 09:00-18:00) is also set. The agency decides whether a client may choose the ticket's own priority. It sets a reopen window in days (zero disables reopening entirely). It also decides whether to ask for a satisfaction rating once a ticket closes. An organization that configures nothing at all keeps the original, undated behavior. Configuring this is additive, never a forced default.

The moment a client opens a ticket against a configured organization, a trigger resolves the owner. This is the category's named owner first, otherwise the configured default or the "balanced" least-loaded responder. It computes both deadlines using a business-hours-aware function. This function walks day by day through the configured working window rather than the raw clock. A Friday-evening critical ticket, for instance, resolves its deadline into the following Monday's business hours, not into the middle of the weekend. An automatic acknowledgment message is posted into the ticket thread. It states the computed first-response time in local time. So the client is told a real expectation instead of silence.

From there, the lifecycle is driven by real events, not manual bookkeeping. A team reply flips a fresh ticket from open into in-progress. It stamps the first-response time exactly once. A later reply never overwrites that original timestamp. A client's reply on a ticket waiting on them pulls it back into in-progress. It separately notifies the assigned owner (or every qualified responder, if unassigned) that a response is needed. The same notification never fires for an internal note or the automatic system acknowledgment. Closing a ticket stamps its resolution timestamp. It computes a delay figure against the deadline for the team's own record. On the client side, exactly two self-service actions exist. Both run through one server-side function rather than a raw update. These are rating a closed ticket once (up or down, with an optional comment — a second attempt is refused), and reopening a resolved or closed ticket. This is only inside the organization's configured window and only while reopening is enabled at all. Outside those conditions the function returns the actual, specific reason for the refusal rather than a generic error.

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What is actually built today

A live countdown badge on every ticket. It switches its own target automatically from "first response due" to "resolution due" the moment a first reply lands. It turns amber under two hours remaining and reads "overdue by ..." in red past the deadline.
Per-priority response and resolution targets in hours. These default to 2h/8h (critical), 4h/24h (high), 12h/72h (normal) and 24h/120h (low). They are fully overridable per organization.
A business-hours-aware due-date calculation. It walks day by day through the configured working window and days. So a deadline set outside business hours resolves into the next real working period instead of the raw clock.
Auto-assignment by category owner, a fixed default responder, or "balanced" — whichever permitted responder currently carries the fewest open tickets. This is visible on a live team-load view before a manual assignment is even made.
An automatic acknowledgment message. It is posted into the ticket thread on creation. It states the computed first-response ETA in the client's local time zone.
A dedicated notification the instant a client replies. It is sent to the assigned owner or every qualified responder. It never fires for an internal note or the automatic acknowledgment itself.
Exactly two client self-service actions. Both are enforced by one server-side function rather than a raw table update. These are a one-time up/down rating with an optional comment, and a reopen request. The reopen request is honored only inside the organization's configured day-window. It is also honored only while the organization allows reopening at all. Otherwise, it is refused with the actual, plain-language reason.
An organization-wide metrics call reporting open count. It reports tickets with zero first response. It reports tickets currently past their resolution deadline. It reports average hours to first response and to resolution over a chosen period. It reports the share of first responses that beat their own deadline. It reports a satisfaction percentage from ratings. It reports how many tickets were reopened.

Conhecer os recursos

What changes operationally

No ticket sits unowned by default once an organization configures this. Every new ticket resolves to a specific person the moment it opens. Deadlines reflect the hours a team actually works instead of a clock that quietly expects weekend replies. A manager gets a real, queryable answer to "how many are overdue right now" and "what is our average time to first response" instead of a manual count. Load-based assignment means the busiest responder is not also the one silently accumulating every unassigned ticket.

No ticket sits unowned by default once an organization configures this. Every new ticket resolves to a specific person the moment it opens. Deadlines reflect the hours a team actually works instead of a clock that quietly expects weekend replies. A manager gets a real, queryable answer to "how many are overdue right now" and "what is our average time to first response" instead of a manual count. Load-based assignment means the busiest responder is not also the one silently accumulating every unassigned ticket.

Quero esses resultados

A critical ticket opened at 5pm on a Friday (illustrative scenario, not a real client)

A client marks a ticket "critical" at 5:04pm on a Friday. This is just as the agency's configured business hours (Monday-Friday, 09:00-18:00) are about to end for the week. A naive clock-based deadline would read "due in 2 hours." This is technically 7:04pm that same day. It is a target nobody working normal hours could ever hit. Instead, the business-hours-aware calculation counts the 56 remaining minutes of Friday. Then it resumes at Monday 09:00. This lands the actual first-response deadline at roughly 09:56 Monday morning.

The ticket is auto-assigned to whichever qualified responder currently has the fewest open tickets. This is rather than whoever happens to open the queue first on Monday. The client receives an automatic acknowledgment naming that Monday-morning time specifically. It is not a vague "we'll get back to you soon." When the assigned responder actually replies Monday at 09:40, the countdown badge — which had read "1st response due in ..." all weekend — switches automatically to counting down the separate resolution deadline instead.

A critical ticket opened at 5pm on a Friday (illustrative scenario, not a real client)

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How to get started

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Frequently asked questions

Does every organization get the same response-time targets?

No — each organization configures its own hours per priority level (or configures nothing at all, which keeps tickets undated and unassigned, exactly as before this engine existed).

Does the deadline count weekend and after-hours time?

No — the due-date calculation walks forward through the organization's configured business hours and days, so time outside that window does not count against the deadline.

Is this response time a guarantee to the client?

No — it is a target the agency configures for its own team and tracks against; Centriu does not enforce it as an external, contractual commitment.

How does Axis decide who gets assigned a new ticket?

A category's named owner first, otherwise the organization's configured default responder, or — under the "balanced" setting — whichever permitted responder currently has the fewest open tickets.

Can a client reopen a ticket whenever they want?

Only inside the window the organization configured (in days) and only if the organization allows reopening at all — outside those conditions the request is refused with a stated reason.

What does Centriu Axis cost?

Axis is included at no extra cost with any Centriu contract — it is not sold as a separate paid module.

Ainda tenho dúvida

See how Centriu Axis assigns and times client support tickets

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