Case study · Shared services
Agentic operations for a Global Capability Center (GCC)
Challenge
Where they started.
A GCC serving HR, Finance, IT and Operations for its parent company ran on email, tickets and manual follow-ups.
What the FDE team did
Inside their stack.
- Deployed WhatsApp and Microsoft Teams agents for leave, payroll, reimbursements, IT requests and policy Q&A
- Finance agents for invoice validation and vendor queries
- Agentic workflows integrated with HRMS, ERP and ITSM
- Human-in-the-loop approvals
- Governance and audit trails
Architecture
How it fits together.
Hi, how many leave days do I have left?
You have 9 days of annual leave remaining. Want to apply?
Yes, 14–16 Oct please.
Done. Request sent to your manager for approval. I’ll ping you when it’s approved ✅
Outcomes · illustrative placeholders
The scoreboard.
[X]%
Employee queries resolved without a human
Illustrative · placeholder
[X]%
Faster reimbursement cycle time
Illustrative · placeholder
[X] hrs
Saved per month
Illustrative · placeholder
+[X]
CSAT
Illustrative · placeholder
[Client quote placeholder — awaiting approval]
Stop building technology. Start engineering results.
Start with an outcome audit. We’ll map the systems, measures and FDE pod needed to move from AI ambition to production impact.