Bloomin’ Brands achieves 150% ROI with back-office orchestration in Pipefy

Bloomin’ Brands operated with decentralized processes, where purchase requests arrived through several channels, such as email and Skype. According to Rogerio Lacerda, SSC Manager, the lack of standardization generated rework: “Each buyer had their own spreadsheet, their own parallel control. That made management and visibility of the overall process very difficult”.

The absence of a centralized tool prevented the tracking of deadlines (SLAs) and the generation of reliable indicators for leadership. The volume of tickets sent via email overloaded the team, making the operation susceptible to manual errors and communication failures between business units and the purchasing department.

The company implemented Pipefy to centralize demand intake and automate the SSC approval workflow. The solution ensured that all requests followed a standard form, guaranteeing that the necessary data was available from the beginning. “Pipefy brought the organization we needed. Today, the requester knows exactly which stage the process is in,” says Lacerda.

The integration of Pipefy with the company’s ERP allowed information to flow continuously, reducing the need for manual input. In addition to the purchasing area, Bloomin’ Brands expanded the use of the platform to other departments, such as Facilities and IT, standardizing the internal user experience and strengthening data governance within the Shared Services Center.

The 150% return on investment validates the efficiency of the transition to a digital SSC model, showing that the savings generated by automation far exceed the cost of the technology. This financial gain is supported by a high-scale operation that now has more than 84 active processes managed within the platform, ensuring that growth in volume does not result in a loss of control.

The expansion to 12 user areas and the 400% growth in adoption demonstrate that the solution was organically absorbed, breaking the barriers of the previous decentralized model. With 95% of requests flowing through the correct path, Bloomin’ Brands reached a critical level of governance, eliminating off-contract spending and ensuring that the SSC provides accurate data for strategic negotiations with suppliers.

Bloomin’ Brands is one of the largest casual dining companies in the world, owner of brands such as Outback Steakhouse and Abbraccio, operating with a robust hospitality and logistics structure throughout the national territory.