Case Study: Capgemini achieves automated Order-to-Cash and slashes approval time to under 48 hours with Pipefy

How Capgemini Automated Order-to-Cash Processes for a Multinational Beverage Corporation with Pipefy

Capgemini, a global consulting and technology leader, faced slow, manual Order-to-Cash operations for a multinational beverage client: email queries spread across 20 generic mailboxes, manual categorization and assignment, no segmented reporting, and an approval process averaging 25 days. To address these challenges, Capgemini implemented Pipefy as the workflow tool within its Frictionless Finance Accounts Receivable offering.

Using Pipefy, Capgemini routed inbound emails into a single platform with automated triage, SLA-based assignment, templated responses, escalations, and real-time reporting, and streamlined approvals to under 48 hours. The Pipefy implementation eliminated client escalations (100% reduction from 10–15/month), improved first-call resolution by 90%, cut approval turnaround by 92% (from ~25 days to <48 hours), and increased Critical SLA performance by 50%.

Capgemini

Mario Alvarado

Operations Manager