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Pipefy > 实例探究 > 使用 Pipefy 提高人力资源请求 SLA 和效率:凯捷巴西案例研究
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Capgemini Brazil's Transformation of HR Processes Using Pipefy

技术
  • 平台即服务 (PaaS) - 应用开发平台
用例
  • 库存管理
  • 时间敏感网络
服务
  • 培训
挑战
凯捷的巴西人力资源部门负责接收和解决员工请求,但他们在满足 SLA 并提供令人满意的体验方面遇到了困难。他们通过各种渠道收到了大量请求,但没有任何分类或优先级。遗留流程涉及手动分类和处理,以及低效的文书工作要求。
关于客户
凯捷的人力资源团队、经理和请求者(内部客户)是该项目的主要利益相关者。人力资源团队能够将所有请求集中在一个门户中,从而腾出时间进行增值活动。人力资源经理看到了效率的提高和持续改进工作流程的能力。人力资源请求者通过更快的交付和 SLA 实现的显着改进获得了更高的客户满意度。
解决方案
凯捷的人力资源部门实施了 Pipefy,这是一个用于接收和处理请求的标准化平台。他们还利用 RPA (UiPath) 来自动执行重复性任务,并利用聊天机器人来回答常见问题。该门户与 Sharepoint 集成以实现单点登录访问。该解决方案实现了工作流程标准化、自动化,并改进了所有人力资源流程的流程编排。
运营影响
  • 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.

数量效益
  • 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.

相关案例.

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