How James Delivery HR team attained 134% ROI in two months with Pipefy

James Delivery

James Delivery is a platform that connects consumers, delivery personnel, and stores, delivering a variety of products 24/7. The company’s mission is to make people’s lives easy and simple. To accomplish that, they expanded from 1 to 25 Brazilian cities in 2019 and have even greater projections for the year 2020.

134% of ROI (Return on Investment) in 2 months of use

Positive feedback from candidates and new employees on recruitment and onboarding processes

Challenges

We used spreadsheets and Excel for all of our workflows. Many people had access to them. Since so many of us were filling out and using the same spreadsheets, important information was lost."

James Delivery is a platform that connects consumers, 24/7 delivery personnel, and stores, delivering a variety of products. An expanding startup at the national level, it is currently operating in 25 Brazilian cities, with high growth expectations.

The Coronavirus pandemic and the resulting social isolation caused the demand for delivered products to increase, and James needed to expand quickly to meet the demand. However, growing your business requires processes that enable velocity and clear communication between teams; and, in that sense, the James Human Resources team had some challenges.

Milene Almeida, a Business Partner at James’ Commercial Department, who until recently worked as a Business Recruiter, explains:

“In 2019, James grew exponentially. We went from 18 to 450 employees. The HR team was focused on recruitment and the processes were all manual. We used email messages to inform anything we needed to stakeholders. So, every time new "Jamers" came in, it was a rush to find the right people and provide all of the necessary information.”

There were no standards for hiring managers to request or open a new job position. Besides that, the Finance department needed to approve these requests, and the lack of integration between their process and the HR team slowed down the recruitment operation.

Poor communication between the teams responsible for the entry of new employees, such as IT, made the onboarding process messy and chaotic for everyone involved.

According to Milene:

“We, the recruiters, had to follow up with candidates because deadlines to receive all their documents were short. If the new

"Jamer" didn’t send them by a certain time and day, he couldn’t start on the expected date. Hiring managers held the HR team accountable for this deadline.”

As the company grew quickly, the number of vacancies and new employees grew as well, making the processes even more complicated.

“Every week, 35 to 40 people came in,” says Milene. “The candidate sometimes sent one document in an email, the ID in another one, and so on. We were overwhelmed by the number of email messages in our inboxes. ”

Giovana Ferreira, Culture and Development Supervisor at James, started as a recruiter and was responsible for the onboarding of new employees. She says:

“We used spreadsheets and Excel for all of our workflows. Many people had access to them. Since so many of us were filling out and using the same spreadsheets, important information was lost.”

Manual and repetitive tasks, lack of visibility over processes, and poor communication with other teams put pressure on James’ HR Department.

Solution

From the moment HR implemented Pipefy, other teams in our organization realized that it worked very well. Thus, new processes were incorporated and integration between departments improved. “We have a lot on our plate, so we don’t have time to stop everything we are doing every time we need something from other teams,” says Milene.

Milene found out that Pipefy was being used by other James’ teams. She could see the potential the tool had to make her job easier and committed to implementing it for recruitment and onboarding processes.

“I knew that James would continue to grow a lot and we needed to keep improving our processes,” says Milene. “Being able to input candidate information, move his card to hiring and having other teams being automatically notified is a huge improvement. When we don’t have to chase candidates and other people involved in their hiring and onboarding processes, our job gets much easier. This was the ideal recruitment world we’d dreamed of, and this goal motivated us to implement Pipefy.”

Now all new position requests are made the same way. Hiring managers use a standardized online form, which contains all the necessary information so the HR team doesn’t need to ask for new data. This request advances automatically to the Finance department for approval.

On average, 70 new employees start at James every month, and each of them has a seamless experience. Giovana explains:

“Selected candidates fill out an online public form and send all of the necessary documents for the hiring process directly to the Finance department, all at once and in one single place. A week before they start with us, they receive our culture form, in which they share some details about them. Information such as what they like to do in their free time, if they have any allergies or food restrictions, among other important things we need to know and that help us provide a great onboarding experience.”

From the moment HR implemented Pipefy, other teams in our organization realized that it worked very well. Thus, new processes were incorporated and integration between departments improved. “We have a lot on our plate, so we don’t have time to stop everything we are doing every time we need something from other teams,” says Milene.

Results

Pipefy is very intuitive, so it was easy to teach and allow others to start using it too. We are progressing month by month and it has made our work much easier.”

Only two months after they started using Pipefy, Milene and Giovana could see several improvements.

The recruitment team had a significant gain in velocity and efficiency. Before Pipefy, all HR employees, between 7 and 8 people, were focusing on recruitment. Now, James Delivery has fewer recruiters (3 full-time professionals and 2 apprentices), even though the number of open positions remains high.

A few people on the team were transferred to more strategic roles within the department and company. Milene and Giovana are among these people.

The greatest Pipefy benefits, according to Milene, were “improving communication, gaining velocity in the processes and getting faster returns. Everyone knows at what stage the process is and the HR team doesn’t have to follow up with several people all the time. ”

Full visibility plus automated communication with other teams, enabled by Pipefy, streamlines the recruiting process. They have a direct line of sight for each open requisition.

“Our process quality and our daily routine has improved a lot”, adds Giovana. “We’ve received positive feedback from candidates as well. We’ve also implemented an onboarding feedback assessment and new employees always give us the best grades.”

“I have not received any criticism in candidates’ surveys so far”, Milene tells. “Everyone praised the process speed and clarity. Also, Pipefy is very intuitive, so it was easy to teach and allow others to start using it too. We were able to measure the results in terms of quality and how much we have evolved compared to last year.”

Two months after they started using Pipefy, James Delivery’s HR team was able to save about 85 hours of work through automation. This resulted in a 134% ROI (Return on Investment), in time saved.

The department was able to respond to the high demand for hiring and onboarding new employees, through organized, integrated and automated processes. At the same time, Pipefy’s features have made it possible to communicate with contacts, candidates and new "Jamers" in a more interpersonal way.

“Every process and information we had in spreadsheets, and the email communication (with several people in copy), are now gone”, says Giovana. “Now we automate everything with Pipefy. We can send emails, make questionnaires and surveys. Thus, we keep candidates and new employees closer to us. It is certainly a success. ”