StoneCo Ltd.

StoneCo Ltd. operates a comprehensive merchant platform, with one key component being its Operational Platform. To support its distribution channels, primarily its hubs, the company developed Marco Polo, a sales and distribution platform. Marco Polo manages territories, sales pipelines, and client lifecycles, aiming to enhance sales force productivity. StoneCo emphasizes superior client service through fast, convenient, and high-quality customer support, utilizing support teams and technology tools. Its service functions are designed to strengthen client relationships and increase long-term value. The client service team consists of logistics and customer support teams. The logistics team includes the Green Angels Team, local and specialized personnel who provide on-demand logistics support in the field. Embedded within local Stone Hubs, Green Angels interact with Stone Agents and the centralized client relationship team, using a cloud-based logistics platform to respond quickly to client needs. They travel by motorcycle to reach clients within minutes or hours, delivering terminals, assisting with installation, setting up Wi-Fi, replacing parts, or providing other services. The broader Logistics Team manages the deployment of Point-of-Sale (POS) devices and accessories, using predictive modeling to identify potential client logistics issues proactively. This centralized team handles terminal programming, equipment services, deployment, setup, technical support, repair and replacement, remote terminal software updates, warehousing, inventory control, and reporting, and deploys Green Angels for on-demand support.