Case Study: Capgemini achieves 98% HR request SLA achievement with Pipefy

How Capgemini Brazil Meets 98% of HR Request SLAs Using Pipefy

Capgemini Brazil’s HR team was handling about 2,500 employee requests per month across email, direct messages, and verbal requests, with no categorization or prioritization. The team missed its goal to triage 95% of tickets within the correct SLA for nine straight months and was spending a lot of time on manual work, including paper forms and signatures before a request could even be submitted.

Capgemini implemented Pipefy as part of its “Talk to HR” portal to standardize workflows, centralize requests, and support automation alongside RPA, a chatbot, and Sharepoint. After implementation, Capgemini reached a monthly average of 98% SLA achievement, reduced the number of full-time employees needed for request handling from 5 to 1.5, and cut the costs of managing HR requests by 42%, with positive ROI achieved within months.

Capgemini

Marcelo Seixas

HR Manager