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. Their vision is to build world-class customer experiences that feel human, not transactional. Their ability to marry technology with care makes them a trusted partner to fast-scaling businesses.

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The Challenge

As Pragma grew, their legacy systems created friction across departments. Before Rippling, they were using ADP, a system that Nicolas described as limiting and difficult to scale with. Teams had to manage scheduling, payroll, onboarding, and documentation using fragmented tools, which slowed operations and introduced manual workarounds. Support was also lacking.

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

- Nicolas, Workforce Manager

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

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Results and Impact

The move to Rippling created operational lift across the board:

• Faster onboarding and smoother offboarding processes

• Time saved in weekly scheduling and approvals

• Fewer manual follow-ups with employees empowered to self-serve

• Better visibility across all departments using a centralized platform

"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

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 with a more flexible, centralized platform

• Onboarding and scheduling became faster, more accurate, and less manual

• Managers and agents feel empowered to move faster with fewer roadblocks

• Rippling enables better cross-team collaboration through connected systems

• A true partnership built on responsive support and a modern, intuitive interface

Book a demo with Rippling to see how your team can scale smarter with fewer bottlenecks and more impact.