From manual chaos to confident control: How Pragma simplified workforce management with Rippling

Pragma’s team reclaimed hours in weekly scheduling and onboarding tasks by centralizing HR and workforce operations with Rippling. The result? More time to coach agents, focus on growth, and deliver better experiences to customers and employees alike.

Introduction

Pragma is a Québec based outsourced customer contact center serving brands across North America. From tech support and customer care to sales and appointment booking, Pragma delivers high quality, people first service that blends innovation with empathy. As a contact center operating on client SLAs and shift variability, speed and accuracy in scheduling and onboarding are non negotiable.

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The Challenge

As Pragma grew, managing scheduling, payroll, onboarding, documentation, and IT access across fragmented tools created slow, manual workflows. Before Rippling, they used ADP, which the team found limiting to scale with and difficult for day-to-day execution.

"Before Rippling, everything felt disconnected. We were managing processes in silos, and it was time-consuming. We needed something unified."

- Nicolas, Workforce Manager

What the chaos looked like in practice

• Managers spent weeks assembling schedules and copying details across systems.

• Offboarding and document sends required extra steps to ensure accuracy.

• Routine workforce tasks pulled attention away from coaching agents and supporting clients.

Teams managed scheduling, payroll, onboarding, and documentation in fragmented tools that slowed operations and required manual workarounds. Support and day-to-day task execution were constrained by the platform’s limits.

The Solution

Pragma first discovered Rippling at the Tech HR Innovation Summit in Montréal. Amelie stopped by the booth, shared her team’s challenges, and found an immediate connection between what they needed and what Rippling offered.

From that first conversation to implementation, Rippling provided the structure, visibility, and efficiency that Pragma’s team had been missing.

Today, Pragma uses Rippling to manage:

• Scheduling and shift planning

• Onboarding and offboarding automation

• Payroll and employee documentation

• Microsoft license provisioning

• Time tracking and workforce operations

"Everything is connected - scheduling, pay, IT. We don’t have to do the same task three times to make sure it shows up across the board." - Amelie, Operations Lead

Pragma configured scheduling templates, connected time tracking to weekly reviews, set up automated onboarding and offboarding document flows, and aligned Microsoft access with start dates. The goal was simple: reduce duplicate work so managers can spend more time with their teams.

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Results and Impact

The move to Rippling created operational lift across the board:

• ~7 to 8 hours saved per week across Team Leads, Workforce Management, Payroll, and HR

• ~2 hours saved per month through faster monthly scheduling consolidation

• Faster onboarding and smoother offboarding with automated documents and approvals

• Fewer manual follow-ups as employees self-serve shift changes and time-off requests

• Better cross-team visibility from a single system for HR, IT, time, and scheduling

"Scheduling is a dream now. I can copy and paste entire weeks or months in seconds. It’s structured, repeatable, and saves me hours." - Nicolas

"Support was responsive and thoughtful from day one. The platform has evolved with us;  that flexibility has been a game-changer." - Amelie

Pragma frequently ramps new agents in tight windows. With Rippling, high-volume onboarding is now being executed with fewer manual touchpoints and higher accuracy, which is where the most meaningful ROI will be realized during surge hiring cycles.

Cross functional value

• Workforce and Operations, faster scheduling and fewer handoffs.

• HR, streamlined onboarding and offboarding with accurate document delivery.

• IT, Microsoft access aligned with day one and policy assignments.

Looking Ahead

Pragma sees Rippling as a long-term partner for scale. As they continue to grow their agent base and expand client relationships, Rippling will remain a core part of their operational infrastructure.

"Rippling helps us do more of the right work. When processes are automated, our people can focus on customers, coaching, and culture." - Nicolas

Key Takeaways

• Replaced ADP and fragmented tools with a single connected platform.

• Managers reclaimed meaningful time each week on schedules and routine tasks.

• Automation reduced duplicate work across onboarding, offboarding, and documents.

• HR, IT, and Operations now work from the same system, improving accuracy and pace.

Book a demo to see how Rippling centralizes HR, IT, time, and scheduling in one system for Canadian teams.