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Pipefy > Case Studies > Capgemini Brazil's Transformation of HR Processes Using Pipefy
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Capgemini Brazil's Transformation of HR Processes Using Pipefy

Technology Category
  • Platform as a Service (PaaS) - Application Development Platforms
Use Cases
  • Inventory Management
  • Time Sensitive Networking
Services
  • Training
The Challenge

Capgemini Brazil's HR department was struggling with inefficient manual processes and a lack of standardization in handling employee requests. The HR team was receiving an average of 2,500 requests per month through various channels, without any categorization or prioritization. This led to a significant amount of time being spent on triaging and processing these requests, with five full-time employees dedicated to this task. The process also involved bottlenecks such as the need for physical paperwork and manager signatures, leading to employee dissatisfaction. Despite their efforts, the HR team was unable to meet their goal of triaging 95% of tickets within the correct Service Level Agreement (SLA), with a success average of only 38%.

About The Customer

Capgemini is a global leader in consulting, technology services, and digital transformation. The company partners with businesses to transform and manage their operations by unlocking the value of technology. Capgemini has been in operation for over 50 years, has a presence in more than 50 countries worldwide, and employs over 340,000 people. The case study focuses on the HR department of Capgemini's Brazil operation, known as Business Service V, which was responsible for receiving and resolving employee requests such as bank account changes or benefits management.

The Solution

Capgemini's HR department embarked on a project to improve their processes, starting with identifying the main bottlenecks and mapping the 95 types of requests they received. They aimed to standardize all processes, from request opening to delivery. The HR team then created a 'Talk to HR' initiative, which included a single portal for opening requests and sending automatic updates to all employees. The portal combined multiple platforms, including Pipefy for workflow standardization and automation, RPA (UiPath) for scripting repetitive tasks, a chatbot for answering common questions, and Sharepoint for completing the single sign-on process. Pipefy was implemented in 2017 and continues to provide improved process orchestration across all HR processes.

Operational Impact

  • The implementation of Pipefy and the 'Talk to HR' portal transformed Capgemini's HR processes, leading to significant operational benefits. The HR team was able to centralize all requests in a single portal, freeing up time to focus on value-added activities and more complex requests. HR managers saw an increase in team results due to the ability to measure each step of the process, enabling continuous workflow improvements. For HR requesters, the single portal led to faster deliveries and higher customer satisfaction. The financial benefits of the transformation also empowered Capgemini to continue exploring new opportunities to use Pipefy and achieve even greater results.

Quantitative Benefit

  • The HR team's SLA achievement rate increased from 38% to a monthly average of 98%.

  • The number of full-time employees required for HR requests reduced from 5 to 1.5.

  • The number of monthly requests increased to around 2,800.

Related Case Studies.

Case Study
Hospital Inventory Management
The hospital supply chain team is responsible for ensuring that the right medical supplies are readily available to clinicians when and where needed, and to do so in the most efficient manner possible. However, many of the systems and processes in use at the cancer center for supply chain management were not best suited to support these goals. Barcoding technology, a commonly used method for inventory management of medical supplies, is labor intensive, time consuming, does not provide real-time visibility into inventory levels and can be prone to error. Consequently, the lack of accurate and real-time visibility into inventory levels across multiple supply rooms in multiple hospital facilities creates additional inefficiency in the system causing over-ordering, hoarding, and wasted supplies. Other sources of waste and cost were also identified as candidates for improvement. Existing systems and processes did not provide adequate security for high-cost inventory within the hospital, which was another driver of cost. A lack of visibility into expiration dates for supplies resulted in supplies being wasted due to past expiry dates. Storage of supplies was also a key consideration given the location of the cancer center’s facilities in a dense urban setting, where space is always at a premium. In order to address the challenges outlined above, the hospital sought a solution that would provide real-time inventory information with high levels of accuracy, reduce the level of manual effort required and enable data driven decision making to ensure that the right supplies were readily available to clinicians in the right location at the right time.
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