The Company
Our customer is a leading global gold mining company with a strong commitment to operation al excellence. With multiple sites and over 3,000 employees, this client operates in a complex environment where efficiency and streamlined processes are critical to success. The company’s HR Service Delivery Hub is responsible for managing a vast array of employee requests, making it a key player in ensuring the smooth operation of the business.
The Challenge: Overwhelmed by Complexity and Lack of Control
The HR Service Delivery Hub was facing significant operational challenges. The team was inundated with over 60 different types of requests from more than 3,000employees across various sites, all managed through a single shared mailbox.This chaotic system led to a lack of control over request management, difficulty in tracking and following up with pending requests, delays in response times, and frequent errors due to missing or incomplete information.Without standardised processes or clear visibility, the HR team struggled to maintain efficiency, leading to frustration among both employees and HR staff.
The Transformation: Optimising Processes and Embracing Automation
Recognising the need for a radical transformation, this global gold mining company partnered with Visagio Australia to overhaul the HR Service Delivery Hub. The transformation began with a thorough analysis of the existing pain points. Visagio’s team focused on optimising processes, creating a structured andresponsible framework for request handling, capturing reporting requirements, and ultimately implementing a workflow automation platform as the corner stone of the digital transformation.
Building the Foundation:
Standardisation and Role Clarity:
The first step was to standardise request handling procedures and define clear responsibilities within the HR team. This provided a solid foundation for the subsequent digital uplift. As a result of this process, we were able to consolidate the processes and capture it into 38 structured workflows on the platform. The processes migrated to the platform included Onboarding, Relocation, Site and LateralTransfers, Employee Contract variations, Higher Duties and Secondment amongst others.
The Digital Uplift:
Portals and Automation:
User-friendly portals were developed to ensure that requests were submitted with complete and accurate information from the outset and provide easy one-stop access for everyHR-related request within the organisation. Maintain consistent response to the rest of the organisation. Hundreds of automated workflows within the platform replaced manual processes, significantly reducing response times and errors, and maintaining transparency across the HR team.
Seamless Integration:
The platform was integrated with SuccessFactors and DocuSign, enhancing efficiency in processes like document signing and HR approvals. This integration was crucial in speeding up critical tasks and ensuring seamless operations, while still adhering to the organisation's standard operating procedures.
Real-Time Reporting:
Comprehensive reporting tools were implemented, providing the HR team with real-time insights into their performance as well as historical data to understand trends and gaps in their performance. A monthly routine that used to take hours searching through inboxes to consolidate numbers can now be accessed and preparedinstantly. For the first time, the team could accurately and easily monitor their efficiency, enabling data-driven decision-making.
The Impact: Enhanced Efficiency,Control, and Cost Savings
The results of this transformation were nothing short of remarkable. By leveraging the platform’s automation capabilities and Visagio’s strategic insights, the customer’s HR team achieved significant operational improvements:
Cost and Time Savings:
The team saved a total of 36,350 work hours, which translates to around AUD 6M. All this time has created efficiencies and allowed the team to focus on other challenges, ultimately bringing more reliability to the department as a whole.
Operational Metrics:
The team processed 3,459 tickets, completed 809,550 automation jobs, sent 66,271 automated emails, and executed more than 35,800 DocuSign and 10,200 Success Factors integration jobs from rollout in January 2024 to June 2025.
These outcomes not only improved the HR team’s efficiency but also gave them unprecedented control and visibility over their processes. One HR leader reflected on the transformation, saying, “For the first time, we have complete visibility into our operations. The ability to track ourperformance in real time has empowered us to deliver faster and more accurately than ever before.” This testimonial underscores the profound impact of the transformation on Customer Australia’s HR operations.
About the Author
Justin Wong is a Consultant at Visagio, with a background in Data Science and Statistics. He has worked in projects involving data and analytics, digital products, and process automation for the resources sector.
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