Success Story
From 38% to 98%: How Capgemini rebuilt HR service delivery at global scale
In 2017, Capgemini's Brazilian HR operation had gone nine straight months without hitting its SLA targets. The turnaround started with a structural decision: consolidating 95 request types into a single portal, orchestrated by Pipefy.
Consulting
France
(multinational)340,000+
employeesHR request management
The challenge
In 2017, Capgemini’s HR operation in Brazil (BSV) faced mounting internal dissatisfaction. Every month, 2,500 requests poured in across fragmented channels: emails, direct messages, verbal asks. None of them were categorized, prioritized, or tracked.
The day-to-day relied on paper. Even a simple request meant printing documents, collecting physical signatures, and scanning files back in. The numbers reflected the strain. For nine straight months, the team had missed its 95% on-time triage target. The actual rate sat at 38%.
Five full-time professionals were dedicated to triage and intake alone. Qualified talent was locked into low-value work, with no tooling to support scale or traceability.
The solution
The turnaround started with the fundamentals: mapping and standardizing 95 distinct HR request types, from benefits and recruiting to offboarding. Capgemini launched Fale com o RH (Ask HR), a single-service portal orchestrated by Pipefy that replaced fragmented channels with a standardized end-to-end workflow.
The solution then evolved into an integrated ecosystem: Pipefy for workflow automation and management, RPA (UiPath) for triage scripts and automated updates, and a chatbot for self-service on common questions. SharePoint integration enabled Single Sign-On (SSO), reinforcing both security and governance.
Employees stopped printing, signing, and scanning. Everything moved into the portal.
Results and impact
3–5
Months to generate the project ROI
98%
Monthly HR SLA attainment
−42%
Reduction in management costs
Even as monthly volume climbed to 2,800 requests, manual effort dropped sharply. The triage team went from five people down to 1.5, freeing HR professionals for higher-value work: analysis, planning, and partnership with business leaders. With real-time data visibility, the operation now scales without losing quality. Full visibility feeds a continuous cycle of workflow refinement.
“My team is always looking for projects that pay for themselves. The work with Pipefy was one of those. We got our investment back in 3 to 5 months, just on the cost side.”
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business through technology. With more than 50 years of history and operations in over 50 countries, the company employs more than 340,000 people and stands as a worldwide reference in consulting and technology services.
See how Pipefy can orchestrate your HR operations at scale.
Só o Pipefy une instalação simples, centenas de integrações, certificações de governança e uma experiência de uso incrível para os times da sua empresa. Tudo isso sem sobrecarregar a equipe técnica.
