PLL Group

What PLL Group does

Grupo PLL, legally Grupo PLL, is a privately held Brazilian Business Process Outsourcing (BPO) firm headquartered in São Paulo that specializes in mobile device after-sales services. Founded in 2005 by brothers Pablo and Lucas Linhares, the company serves as an outsourced operational backbone for major smartphone manufacturers and insurance companies in Brazil, handling end-to-end post-sale workflows including claims notification and adjustment, back-office franchise collection, an Advanced Repair Center, service provider network management, omnichannel contact center, and integrated logistics. Self-described as the largest Mobile BPO in Latin America, PLL operates through an organization of roughly 150 collaborators at its São Paulo headquarters (with a firmographic employee range of 501–1,000 including distributed field and partner-network staff), serving both B2B enterprise clients and indirectly the individual end-users whose devices are processed under insurance policies or OEM warranties.

The company's technical stack centers on a proprietary BPO Mobile platform that integrates RFID-based work order control, Correios (Brazilian postal service) logistics integration with automatic tracking-code generation, custom system development capabilities, online KPI and metrics dashboards, and a Non-Functional Testing (NFT) escalation workflow inside a three-tier repair process (triage/restoration, part replacement, electronic board repair). The Advanced Repair Center has stated same-day processing capability and rated capacity of over 24,000 repairs per month, though actual throughput in 2024 was approximately 11,000 units. Consumer interaction is enabled through a B2B client portal at erp-b2b.grupopll.com.br for franchise payment and repair tracking, a WhatsApp contact channel, and social media management across Reclame Aqui, Instagram, and Facebook.

Commercially, PLL operates a B2B professional services revenue model with non-public enterprise pricing under warranty, budget, and service provider management arrangements, plus a recurring relationship-style revenue stream via its franchise and repair portal. Customer concentration is anchored in two primary verticals — major Brazilian insurers (claims and franchise handling) and major smartphone OEMs (warranty and budget repair operations) — making enterprise contract retention the principal revenue mechanic. The company holds ISO 9001, ISO 14001, and ISO 27001 certifications and is LGPD-compliant, positioning it for enterprise procurement. In 2024, PLL formalized its sustainability posture by establishing an internal Environmental Committee and partnering with Eureciclo for packaging-material offset, generating ESG metrics such as 192 kg of preserved metals and 114 tonnes of CO₂ avoided in H1 2024. No external funding rounds, M&A, or leadership transitions are disclosed.

Name

PLL Group

Legal name

Grupo PLL

Website

https://grupopll.com.br

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

501–1,000 employees

Short description

PLL Group (Grupo PLL) is a privately held, São Paulo-based BPO Mobile firm founded in 2005 that provides end-to-end mobile device after-sales services — including claims handling, repair, contact center, logistics, and franchise collection — for major Brazilian insurers and smartphone manufacturers.

Ownership category

akta.pro rank

Headquarters

HQ city

São Paulo

HQ country

Brazil

HQ region

Latin America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Supply Chain, Marketing or Sales

Revenue model

1. BPO Mobile Services: Business Process Outsourcing services for mobile device after-sales, including repair center operations, claims notification and regulation, service provider management, back-office franchise collection, contact center, logistics, and custom system development. Services are provided to major smartphone manufacturers and insurance companies in Brazil under warranty, budget, and service provider management arrangements.
2. Mobile Device Repair Services: Three-level repair process (Level 1: triage/restoration; Level 2: part replacement; Level 3: electronic component board repair) for smartphones. Includes quality control and check-out with packaging and shipping back to customers.
3. Franchise and Repair Portal Services: Individual customer access via B2B portal for franchise payment and repair tracking, including customer-facing portal for shipment tracking and service status.

Go-to-market motion1 record

Distribution channels3 records

Marketing channels3 records

Core offering

PLL Group operates as the largest BPO Mobile company in Latin America, providing end-to-end after-sales services for mobile devices. Its core offering includes mobile device repair operations, claims notification and regulation, service provider network management, back-office franchise collection, contact center support, logistics, and custom systems development — all delivered primarily to major Brazilian insurance companies and smartphone manufacturers.

Product overview

PLL Group operates as a BPO (Business Process Outsourcing) company specializing in mobile device services, described as the largest Mobile BPO in Latin America. The company offers a comprehensive suite of seven integrated services: custom systems development (providing complete platform customization), service provider management (national partner network management), an advanced repair center (same-day repair with 24,000+ monthly capacity), franchise collection back office, claims notification and adjustment, contact center (omnichannel), and logistics. The portfolio is unified through the company's proprietary technology infrastructure including RFID work order control, full Correios integration, and real-time KPI monitoring. The company also provides a B2B customer portal for franchise management and repair tracking.

Differentiator

Problem solved

Functional benefit

Products and services

• Desenvolvimento de sistemas customizados (Custom Systems Development) Customized system development service that enables complete customization according to specific company needs, allowing full freedom for adjustments, modifications, and new implementations. Offered to enterprise clients as part of the BPO Mobile portfolio.
• Gestão de prestadores de serviços (Service Provider Management) National partner management service for smartphone manufacturers and insurers, including performance monitoring tools, contract and payment management, and proprietary support and control tools across the service provider network.
• Centro Avançado de Reparo (Advanced Repair Center) Largest mobile device repair center in Latin America with same-day processing capability and capacity for over 24,000 monthly repairs. Integrates RFID for work order control, Correios system integration, online KPI monitoring, and NFT escalation processes. Operates a three-tier repair process (triage/restoration, part replacement, electronic board-level repair).
• Back office de cobrança de franquia (Franchise Collection Back Office) Customer experience and back-office franchise collection service with autonomy to understand and solve customer problems in a single contact. Fully verticalized operation enabling control and rapid customer service, with Nível 2 platform integration.
• Aviso e regulação de sinistros (Claims Notification and Adjustment) Claims notification and adjustment service with a trained team providing customer support, damage analysis, documentation verification, and real-time online process tracking. Designed for insurance companies outsourcing mobile device claims handling.
• Contact Center Omnichannel customer experience service including inbound SAC and Helpdesk, web support via email, chat, and WhatsApp, quality monitoring, and social media management via Reclame Aqui, Instagram, and Facebook.
• Logística (Logistics) Logistics process with automatic tracking code generation triggered upon product shipment, customer notification at each movement, and integration with logistics operator tracking standards (Correios).
• Portal do Cliente B2B (B2B Customer Portal) Customer portal for franchise management and repair tracking, allowing clients to check repair status and process franchise payments online at erp-b2b.grupopll.com.br.

Quantifiable outcome

• Over 24,000 smartphone repairs per month capacity
• +4 more outcomes

Named customers2 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

Feature6 records

Partnerships

One partnership is on record.

• EureciclosupportingStrategic or Co-development Partner · 1 January 2024Partnership with Eureciclo established in 2024 to compensate environmentally for materials that cannot be recycled directly, such as boxes sent to customers with their devices. This partnership allows PLL to offset the environmental impact of packaging materials that cannot be directly recycled.

Scale indicators6 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Teleperformance: Global leader in outsourced customer experience management with deep telecom-sector experience; comparable to PLL because both deliver large-scale omnichannel contact center and BPO services to enterprise clients, though Teleperformance operates at vastly greater scale and breadth.
• Concentrix: Global customer experience and BPO provider serving telecom, insurance, and device OEMs; comparable to PLL's enterprise BPO model targeting insurers and smartphone manufacturers with contact center and back-office services.
• Foundever (formerly Sitel Group): Large global BPO and customer experience operator with telecom and insurance vertical expertise; comparable to PLL as a competing scaled provider of contact center and after-sales support services to enterprise clients.
• Asurion: Global leader in device protection, insurance claims management, and tech repair; comparable to PLL because both handle end-to-end after-sales mobile device workflows for insurers and OEMs, though Asurion operates at much larger global scale including uBreakiFix.
• uBreakiFix (an Asurion company): Largest U.S. smartphone and electronics repair franchise network owned by Asurion; comparable to PLL's Centro Avançado de Reparo in providing high-volume, standardized smartphone repair services under a managed network model.

Direct peers

• TaskUs: Outsourced digital customer experience and BPO provider serving tech, telecom, and insurance clients; comparable to PLL in serving enterprise clients with omnichannel support, back-office, and after-sales operations, though TaskUs operates at much larger global scale.
• Cellairis: Global mobile device repair and accessories franchise with retail and B2B after-sales capabilities; comparable to PLL in delivering multi-tier smartphone repair (screen, component, board) under warranty/insurance arrangements.

Regional players

• AeC (Centro de Atendimento ao Cliente): Brazilian BPO focused on customer service, technical support, and back-office for telecom, finance, and retail; comparable to PLL as a Brazil-based enterprise BPO with overlapping contact center and back-office capabilities.
• Contax: Brazilian BPO and contact center operator serving telecom, finance, and retail clients; directly comparable to PLL as a domestic Brazilian enterprise BPO competitor in customer support and back-office services.

Others

• Sedgwick: Global claims management and loss-adjusting services provider serving major insurers; comparable to PLL's Aviso e Regulação de Sinistros line as a competitor/thematic peer in outsourced insurance claims notification and adjustment for personal lines.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Instagraminstagram.com/grupopll

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about PLL Group