All case studies
Digital Workforce·2025·Global Industrial Group
Standing Up a 400-Strong Digital Workforce in Shared Services
Built and led the program that put 400 supervised AI agents to work alongside 1,200 humans across finance, procurement and HR — with the governance, KPIs and leadership rituals to manage them as one workforce.
400+
Digital agents live
180
Processes automated
€38M
Run-rate savings
−71%
Cycle time
— Challenge
A global shared-services org had hit the ceiling of classic RPA. Leadership wanted a true digital workforce — agents that read, decide and act — but had no operating model to hire, supervise, measure or retire them safely at enterprise scale.
— Approach
- Defined the digital-workforce operating model: agent job descriptions, supervisors, performance reviews, escalation paths.
- Built a multi-agent platform on top of the existing ERP/ITSM stack — agents reason over documents, call deterministic services, and hand off to humans on confidence thresholds.
- Stood up an Intelligent Enterprise control tower: live KPIs per agent, drift and cost monitoring, EU AI Act conformance.
- Trained a leadership cadre of 60 to manage mixed human/digital teams — incentives, change rituals, ethics committee.
— Outcome
- 400+ supervised agents in production across 180 processes within 14 months.
- €38M annualised savings, validated by finance, with 71% lower cycle time on covered work.
- Zero compliance incidents under the new governance model.
- Operating model exported as the group standard for AI adoption.
— Stack & Disciplines
Digital-workforce operating modelMulti-agent orchestrationMulti-modal document AIControl-tower observabilityEU AI Act conformance