Capgemini Brazil's Transformation of HR Processes Using Pipefy

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.

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%.

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.

• 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.

• 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.