CASE STUDY / Automations
360° Feedback Operating System
FUGU GMBH · GLOBAL PHARMA · 2025—PRESENT
SITUATION
Every cohort ran on manual effort: personalised invitations, two approval gates, five rater groups each with its own minimum, and weeks of chasing people who are busy running a plant. A program is won or lost in the follow-ups, and the follow-ups were the part nobody had instrumented.
APPROACH
Three layers, one source of truth. Participants nominate through gated forms and nothing moves until the list locks. An engine turns each locked list into personalised documents, drafts and a live tracker. Agents read that tracker, work out who is still blocking a participant, and write the chase emails as drafts. A human reviews and sends. Every time.
RESULT
Compliance is the scoreboard, not the response rate. The client fixes a minimum per rater group and a leader cannot be debriefed until every one is met. Each leader nominates up to 20 against a minimum of 11, so the surplus is deliberate and a raw percentage would understate the outcome.
- Both approval gates closed with zero manual chasing.
- Of 302 invitations, 122 answered unprompted and 130 were recovered by the chase.
- 549 emails per cohort, none of them written by hand.
- Individual feedback reports of 11-12 pages, plus an HR report and a team benchmark.
Airtable · Make · Google Workspace · Microsoft 365 · Supabase · Claude Code
Figures read 2026-08-26.