Becton Dickinson cuts 75% of FTE and eliminates SLA delays with Pipefy

The Latin America Master Data team is responsible for customers in more than 20 countries, but teams across Chile, Brazil, and Mexico managed the process using different tools. Using ServiceNow, SharePoint, email, and spreadsheets meant requests came in through multiple channels, making it harder to collect the required documents. As Karem Canto, Customer Master Data Specialist, explained: “We needed to receive many documents to register a new customer. In our old systems, we couldn’t show requesters which documents were required depending on each customer type.”

Each team managed the process differently, making it difficult to track status, measure SLAs, and extract data. As a result, it wasn’t possible to measure the SLA for each area involved. This lack of control was critical because, to become a supplier for government institutions, BD needs to participate in bids where “a delay in customer registration could eliminate the company from the competition.”

BD centralized operations on a single platform to standardize requests coming from across Latin America through an internal request portal. Choosing Pipefy was based on its flexibility to adapt workflows and the conditional logic in forms. According to Karem, the team’s autonomy was a key differentiator: “Our previous solution didn’t have the flexibility we needed, and email didn’t allow us to standardize the way we had to. We’re able to create and modify our workflows quickly.”

The implementation was completed on an accelerated timeline, allowing the Master Data team to take administrative ownership of the processes without relying on IT for small adjustments. The customer highlights that delivery speed surpassed the company’s historical experience: “We were able to implement and launch the platform in two months. In our previous solution, simple changes—like adding a field mid-process—used to take months to develop.”

The 75% reduction in full-time employees (FTE) dedicated to the process reflects the direct impact of automating repetitive tasks. The team went from 4 employees to just 1, enabling the other three professionals to be reassigned to higher-value roles. This gain was possible because end users now consistently provide all the information needed to process requests, eliminating rework.

Eliminating service SLA delays directly impacts the company’s competitiveness. By ensuring internal customers have their requests completed on time, BD avoided losing bids due to bureaucratic issues or missing documents. Centralized standardization also enabled managers to measure process quality and team efficiency with real-time data—something that wasn’t possible in the previous model based on spreadsheets and email.

Rapidly scaling to 20 active processes in less than a year demonstrates the platform’s versatility across different areas of BD. Today, more than 600 employees across 12 departments already use the tool. The success of the initial Master Data implementation became a governance model, proving that centralizing requests is a repeatable strategy to gain predictability and reduce operating costs at multinational scale.

Becton Dickinson (BD) is one of the world’s largest medical technology companies, advancing healthcare by investing in discoveries, diagnostics, and medical care, with more than 75,000 employees and operations in over 190 countries.