Capgemini accelerates order approvals by 92% with Pipefy

Capgemini acts directly in managing operational processes for a large multinational organization in the beverage sector.

Initially, the control and management of processes related to payment orders, such as collections, resource applications, and service desk, were executed under a structure based on decentralized emails and spreadsheets, which prevented any type of agility. The operation received its service requests through 20 different generic inboxes.

Since there was no categorization or automatic delegation, the team lost countless hours with entirely manual work to read, evaluate, and direct each request to the correct analysts. The most severe reflection of this lack of organization was that several emails accumulated unanswered for weeks, added to a total lack of managerial visibility regarding the volume of tickets and bottlenecks.

Given this, the operation was limited to a purely reactive approach. The complete process of evaluation and approval of orders, conducted manually via message exchange, had an alarming average duration of 25 days. Such slowness blocked the growth scale of the services provided and generated critical dissatisfaction, culminating in a frequent average of 10 to 15 monthly escalations (complaints) made directly to the final client.

To reverse the scenario of communication failures and recover the operational efficiency of the account, Capgemini implemented the Pipefy platform. With the new structured ecosystem, all tickets that previously congested the 20 email inboxes started to be routed to the platform.

The system fully automated the screening: each email received is smartly categorized and forwarded directly to those responsible for that specific discipline. With the digitalization and standardization of interactions, the team started using automatic email templates, which accelerated communications and ensured a consistent tone of voice in responses.

The flow was optimized so that every request instantly received a maximum response time, according to the level of complexity and the type of consultation.
In parallel, the platform introduced automatic escalations, alerting supervisors before any service time limit was exceeded, strengthening the team’s autonomy and efficiency.
From a strategic point of view, management gained a high degree of transparency and data control.

The generation of reports in real time provided leadership with access to precise metrics and perfectly segmented information. Thus, managers could immediately visualize bottlenecks and direct the workforce to vital points, ensuring a fluid and standardized operation.

The partnership between Capgemini and Pipefy converted a reactive and long approval process into a proactive and high-performance operation. With the elimination of manual routing in generic inboxes, the speed gain in the payment orders flow was exponential.

The time the company required to approve orders was reduced by 92%, dropping the wait from an agonizing 25 days to less than 48 hours. The increase in agility and the predictability generated by automation positively impacted the final client’s experience, who started having demands solved with much more assertiveness and speed right on the first contact. The automatic escalation features provided the Customer Service team with highly proactive performance.
Today, these factors translate into a 100% improvement in fundamental satisfaction goals, helping Capgemini to clearly demonstrate the excellent delivery level of its operation.

Capgemini is a global leader in consulting, technology services, and digital transformation. Working alongside companies that seek to innovate and transform their business using the power of technology, the company currently operates in nearly 50 countries and has more than 300,000 employees focused on excellence in digital management and operation.