The Impact of the Digital Revolution on Everyday Work

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David Rice
07/12/2021

Supporting a remote workplace and flexible work arrangements, handling 24/7 business demands with agility and speed across borders, building and streamlining technology using automation and working with vendors to find solutions to people matters, and the list goes on. The demands placed on HR are drastically different in a post COVID world than they were before.

In addressing those challenges, HR’s digital revolution has shifted into the next gear as leaders seek to free people from time consuming manual processes into a world where they can focus in on the most critical part of business success in this crisis; people.

“You look at some of the challenges HR faces when it comes to recruiting, onboarding and just some of the requests that steadily come in to make up the work, you’ve got to think about how work should be structured,” Kristen Davis, a product evangelist at Pipefy said during a session at our recent HR Tech North America event. “Manual processes with unstructured collaboration and communication, a lack of visibility, all this causes high inefficiency. This creates a lot of inconsistency, which it makes performance hard to measure. This is where the old adage comes in, you can’t measure what you can’t see and you can’t manage what you can’t measure.”

WATCH: HR 2021: Adapt, Adjust, Succeed: Translating the HR Digital Revolution to Everyday Work

A Common Problem

It’s common for HR professionals to manage processes that sit outside of back office applications and between systems of record, resulting in unstructured systems of record. Pipefy can serve as a layer of engagement over the top of that work and integrate back into systems of record or even become it to help manage your analytics efforts and data management.

The knock on effect of poor process impact data integrity and your ability to do real time reporting. As HR leaders and business leaders, this has to be a priority to not only measure results and highlight the value that is being delivered by HR teams.

Essentially the Pipefy platform is designed to orchestrate your process automation and in the end, improving employee experience. Automation of certain processes has been shown to smooth out and clarify work flows, increase collaboration and ensure a more streamlined experience for employees and candidates going through the talent acquisition process.

“Onboarding is something that is different in every organization and requires a lot of coordination across the entire process,” Davis said. “You want to automate things like requests for setup from IT and operations teams and be able to provide a centralized place to create a one stop shop for interactions with HR. This is automation focused on a holistic end to end employee experience.”

During a time labeled the “Great Resignation” this sort of automation will prove useful as people come in and out of the organization at a higher rate.

“From the HR team perspective, we have to recognize that these teams want to focus on more strategic work, not operational, mundane day-to-day tasks,” Davis said. “This is a time for HR to work on culture and morale. This kind of comprehensive orchestration really has value across the organization.”

A Case Study

Davis wrapped up the presentation with a pair of customer stories, the first being that of Capgemini. The IT services giant had an employee experience problem. The company had a lot of outdated processes that required manual interventions, bottlenecks and waiting time. End users and employees alike were frustrated, so the company looked to standardize a range of HR procedures, but automated routing and triage of requests was where they had the most success.

The result was a reduction of manual work by 600 hours a month and a 75% reduction in the time it takes to resolve a query.

“Something else that came out of it was an improvement in the resolution of service-level agreement (SLA) queries from 85% to 98%,” Davis said. “That’s a huge improvement in service for that HR organization and now their people are able to focus on things that a bit more human focused and a bit less manual.”

Watch the full presentation at the link below!