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Case Study

Intelligent operations creates business boost

A North American retailer used SynOps, cloud-based technology and data-driven insights to improve its talent and HR operations and generate results.

Call for change

When tech meets human ingenuity

Using SynOps to power performance

The team integrated data to benchmark the company’s performance against a process maturity framework, which provided the blueprint for success.

Optimize with automation and cloud technology

An omni-channel contact center was set up with an interactive app and self-service options to manage employee inquiries and streamline HR processes.

Predictive analytics improves demand planning

Forecasting analytics provide insights on seasonal requirements and employee needs to allocate resources more effectively.

Automated pay calculations

With Covid-19 and new variables such as furlough and sick pay, the retailer improved pay accuracy and accelerated processing within one business day.

A valuable difference

With automation, the number of HR professionals doing routine tasks has decreased in favor of agile and digital working.

Employee call volumes have dropped due to integrated case management systems such as the omni-channel platform for employee inquiries, self-service adoption, and better informed agents.

The cloud-based interactive virtual response app has significantly streamlined the number of employee touch points and the number of redirects by almost half.

Meeting employees on their terms has worked wonders. Employees have a choice of digital or in-person services. Employee satisfaction has soared from average to excellent and is still climbing.

Payroll accuracy is at almost 100%, saving millions of US dollars to date. It also means employees don’t have to worry about errors in their salaries or benefit calculations.

Other initiatives have enhanced efficiency and saved over half a million dollars by delivering insights into employee needs and seasonal requirements and making demand planning more accurate.

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