ZEISS automates 70+ processes no-code and boosts productivity

ZEISS operated with robust systems like SAP and SharePoint but faced difficulties in automating workflows for specific services. Many critical processes were managed via spreadsheets and emails, which resulted in an operation without performance indicators (KPIs) and low visibility over the status of requests. This fragmentation generated governance problems for the IT team and frustration for internal and external customers.

In the lens exchange process, for example, customers used manual PDFs that often arrived with errors. This triggered a constant loop of follow-up emails and rework for the internal team. On top of that, a lack of integration meant critical steps, like credit analysis during new customer registration, frequently fell through the cracks.

ZEISS sought a flexible no-code platform in Pipefy to centralize process management and eliminate operational fragmentation. The solution was implemented to allow business teams to create standardized workflows without the need for code, ensuring the autonomy necessary to meet specific demands from diverse niches, such as industrial metrology and medical microscopy.

The implementation introduced standardized forms and automated status emails, which effectively eliminated manual follow-up. The IT team also integrated Pipefy with in-house solutions and bots, specifically in the purchasing flow, where automation took over tasks that used to consume hours of the team’s time. The flexibility of the Kanban interface allowed ZEISS to maintain full control and governance over more than 70 simultaneous processes.

After Pipefy, ZEISS moved from gut-feel management to a data-driven operation, with bottlenecks visible in real-time dashboards. The impact on customer experience was direct: automatic updates increased perceived value while cutting down on the team’s manual effort. In the purchasing sector, lead time dropped from 30 days to just 7.5 days, and the same team now processes nearly 50% more orders per hour.

ZEISS is a leading international technology company in the optics and optoelectronics sector. Founded in 1846, the Group generates annual revenue exceeding 10 billion euros and operates in about 50 countries, developing cutting-edge solutions for the medical, research, metrology, and consumer sectors.