CNH enhances employee experience in an operation with 10,000+ monthly requests

CNH Industrial’s HR Shared Services Center managed critical operations—from onboarding to benefits—across a landscape of high regulatory and geographic complexity. Before standardization, the team relied on more than 15 distinct, non-integrated systems, forcing HR to perform manual data entry. This resulted in decentralized communication via email and physical paper-based processes.

This fragmentation caused limited visibility and traceability, preventing accurate measurement of request volumes or establishment of clear KPIs for the operation. With an internal workforce of 60,000 employees, the team was overwhelmed by transactional tasks, making it essential to eliminate manual labor to keep up with demand.

Faced with the need for modernization, the challenge was to create a single global structure that allowed for scale and control, integrating seamlessly with their core system, SAP SuccessFactors, while respecting the local regional nuances.

CNH Industrial selected Pipefy as the backbone of its HR digital transformation, expanding an initiative that began in Latin America to the headquarters in Italy and subsequently to all regions: EMEA, North America, LATAM, APAC, and India. The platform acts as a centralized orchestrator, connecting end-to-end workflows and eliminating manual dependencies.

To enable this global scale, the company invested in a self-service culture, adopting a portal where thousands of employees interact directly with standardized processes. The entire ecosystem is synchronized with SAP SuccessFactors, ensuring smooth data flow and simplifying system usage for the end-user.

Operational maturity was further elevated through the strategic use of Artificial Intelligence to replace repetitive tasks. Today, AI agents perform complex document analysis, such as reading ICD codes on medical certificates and validating invoices in the Education reimbursement flow—identifying discrepancies and preventing duplicate payments without human intervention. This layer of intelligence allows the team to focus on strategic analysis while technology ensures accuracy and speed of deliveries.

The maturity achieved by CNH Industrial allowed HR to transition from a cost center to an efficiency unit. The first wave of automation eliminated the dependence on 15 isolated systems and consolidated 100+ processes orchestrated in Pipefy—a foundation that proved essential for a rapid response to the challenges of the COVID-19 pandemic.

Building on this solid ecosystem, which covers the entire employee journey from onboarding to offboarding, CNH Industrial scaled its automated orchestration maturity with the adoption of AI agents, totaling hundreds of hours saved per week in 2025. With a volume of 10,000+ requests every month, this efficiency is tangible: in just two months, more than 1,500 cards were resolved with AI in the medical certificate validation process alone, where the system reads documents and issues automatic recommendations to the team.

Among many other examples, another highlight is the Education reimbursement process, where AI took over the exhaustive task of cross-checking values against invoices, preventing duplicate payments and freeing the team for higher-value strategic activities. This transformation generated time savings, drastically reduced SLAs, and improved employee experience, consolidating Pipefy as the engine of innovation in the employee journey.

CNH Industrial is a global powerhouse in the manufacturing of agricultural and construction equipment. Headquartered in Italy, the company owns 12 brands and operates in 180 countries, guided by the pillars of innovation, sustainability, and productivity on a global scale.