How automated technology is bringing us closer to drivers

Innovation
15 July 2026

Reliable and easy to access information can change the way people experience their journey on the road. Across VINCI Highways, digital tools are playing a growing role in that effort, helping operational teams share updates with drivers in a more direct and responsive way. In Brazil, Via Cristais, operator of 594 kilometers of the BR-040 highway between Belo Horizonte, in Minas Gerais, and Cristalina, in Goiás, offers a clear example of this shift with the creation of a WhatsApp Channel. 

Just a few months after its launch, Via Cristais' WhatsApp channel already has more than 4,000 followers. Its growth reflects drivers' desire for practical, real-time information, delivered in a familiar format and without extra friction. This is particularly relevant on the BR-040 highway, where traffic patterns vary widely, as the same route serves urban mobility around Belo Horizonte, regional travel, long-distance journeys, and freight transport. 

Real-time information that makes a difference

Via Cristais' WhatsApp Channel was designed around the need to share fast and easy-to-understand information in a format adapted to mobile use. The channel shares live updates on traffic conditions, slowdowns, queues, affected municipalities, directions of travel, as well as kilometer markers. Safety tips, service information, operational news, practical guidance, and reminders such as emergency contact details are also shared. It has become a regular point of contact between Via Cristais and its customers. 

Working alongside navigation apps such as Waze and Google Maps, the WhatsApp Channel provides a complementary layer of information directly from the highway operator. While navigation apps help drivers plan their route and estimate travel time, Via Cristais brings operational information based on real-time knowledge of the road, giving users a clearer picture of what lies ahead and helping them adapt their journey accordingly.

Working smarter behind the scenes

Behind this simple user experience lies a highly automated process. The WhatsApp Channel is directly connected to Via Cristais' operational systems, allowing traffic events detected by the control centre to flow almost instantly into customer updates. Before publication, the customer experience team performs a light review and adjusts the message template when needed, ensuring information remains both accurate and easy to understand.

Beyond improving customer satisfaction, this automated approach has also significantly reduced the workload of customer service teams. Since Via Cristais opened its WhatsApp channel, enquiries through traditional channels such as phone calls and emails have fallen by 40%, enabling the teams to dedicate more time to complex requests and direct assistance.

The right channel for every market

The Via Cristais Whatsapp Channel highlights the importance of adapting digital services to local customer habits. In Brazil, where WhatsApp is the country's dominant communication platform, it has proved to be a particularly effective way of keeping drivers informed in real time.

The success of Via Cristais' initiative is now inspiring other VINCI Highways concessions. Across Latin America in particular, where WhatsApp is equally part of everyday life, teams are already exploring how to adapt and deploy similar services for their own customers. More broadly, the initiative demonstrates a simple principle: the most effective digital services are those built around the communication channels people already use every day.

 

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