CNH Industrial eliminates 200+ weekly hours of manual work in the HR Shared Services Center

CNH Industrial’s HR Shared Services Center managed critical operations, from onboarding to benefits, in a highly complex regulatory and geographic environment. Before restructuring its operations, the team relied on more than 15 separate systems with no integrations, forcing HR into manual data entry, decentralized email communications, and paper-based processes.

This fragmentation created a chronic lack of visibility and traceability: it was not possible to quantify request volume or establish clear operational KPIs. With an internal audience of 60,000 employees, the team was overloaded with transactional work and needed to eliminate about 20 hours of manual work per team member each week to keep up with demand.

To address the need for modernization, the challenge was to build a single global framework that could scale with control, integrate directly with the core system, SAP SuccessFactors, and still respect each region’s local nuances.

CNH Industrial chose Pipefy as the backbone of its HR digital transformation, scaling an initiative that started in Latin America to its headquarters in Italy and then across all regions: EMEA, North America, LATAM, APAC, and India. The platform acts as a centralized orchestrator, connecting end-to-end workflows and eliminating reliance on manual processes.

To enable this global scale, the company leaned into a self-service culture, adopting a portal enabling thousands of employees to interact directly with standardized processes, ensuring frictionless data flows and enhancing the user experience.

Operational maturity increased through the strategic use of artificial intelligence to replace time-consuming tasks. Today, AI Agents analyze complex documents, such as reading ICD codes in medical certificates and validating payment slips in the Education workflow, flagging discrepancies and preventing duplicate payments without human intervention. This intelligence layer frees the team to focus on strategic analysis, while the technology ensures accuracy and speed of execution.

The maturity CNH Industrial achieved enabled HR to move from a cost center to an efficiency engine. The first wave of automation removed dependence on 15 isolated systems and consolidated more than 100 orchestrated processes into Pipefy, an essential foundation for responding quickly to the challenges of the COVID-19 pandemic.

Building on this robust ecosystem that covers the entire employee journey, from onboarding to offboarding, CNH Industrial scaled its automated orchestration maturity by adopting AI Agents, reaching 200 hours saved per week in 2025. This efficiency is tangible in HR Service Delivery: in just two months, more than 1,500 cases were resolved with AI in the medical certificate validation process alone, where the system reads documents and generates automatic recommendations for the team.

Among many other examples, another highlight is the Education reimbursement request process, where AI took over the time-consuming task of checking amounts against payment slips, preventing duplicate payments and freeing the team to focus on higher-value strategic work. This transformation saved time, drastically reduced service SLAs, and improved the employee experience, cementing Pipefy as the innovation engine across the entire employee journey.

CNH Industrial is a global powerhouse in the manufacturing of agricultural and construction equipment. Headquartered in Italy, the company has 12 brands and operates in 180 countries, guided by the pillars of innovation, sustainability, and productivity at a global scale.