Published results
Follow any of them for the full story, including what did not go smoothly.
96% first contact fix
63,000+ employees across more than 30 manufacturing sites. Sixty tier 1 staff in four geographic service centers handle an average of 13,000 employee cases a month, beating a 92% first contact fix target at 96%. Only 4% escalate.
54% fewer calls
More than 14,000 employees across seven hospitals. Calls into HR fell from 40,606 in FY2019 to 18,736 in FY2022, a 54% decrease. Rolled out at two weeks per hospital. An employee Net Promoter Score of 53.
500 cases a day at peak
30,000 employees and 4,100 providers. The team tracks 300 cases a day and absorbs 400 to 500 a day through open enrollment without the backlog of previous years. Reporting is no longer restricted to the administrator.
47% resolved at tier 0
More than 2,100 staff across 112 branches in four states. The MyHR portal carries 450 knowledge articles and handles 47% of employee inquiries at tier 0. Self service absorbed the workload of 2 FTE and productivity rose 20%.
$2 billion revenue, more than 7,200 associates across 13 states. A new ER function moved off Microsoft Teams and Outlook and has documented 2,661 cases since June 2022, then used that data to win a headcount increase.
A contractor resource center managing 2,000 contractors and $100 to $150 million of annual spend. Case resolution fell from 4 to 5 days to under a day. Implementation took around six weeks against an 8 to 10 week estimate.
