Case Study: $2.3M in Annual Savings Realized by Addressing Work Friction in Enterprise Services Transformation

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About the Case Study

Zeta Corp embarked on a major enterprise services transformation with two primary goals:

1. Reduce Operational Costs: Decrease the number of FTEs required to support enterprise services.
2. Enhance Employee Experience: Create a seamless, efficient process for employees by centralizing and automating HR and service workflows.

To achieve these objectives, Zeta Corp invested in innovative technologies, including AI chatbots, employee self-service portals, and advanced service management tools.

The Challenge: Low Adoption Rates and Growing Employee Frustration.

The enterprise faced critical challenges that were disrupting its service transformation efforts:

• Task Handovers Were a Major Pain Point: Processes seemed straightforward on paper but became complex when applied in real-life scenarios.
• Employees Struggled to Find Support: Gaps in resources and misaligned systems left employees to solve problems on their own.
• Complexity Was Underestimated: While the new system looked efficient, human interactions exposed its limitations.

Despite good intentions, the organization underestimated the human effort required to navigate its evolving service transformation.

The Results

Zeta Corp’s targeted approach delivered measurable results:

• $2.3M in Annual Savings: Streamlined workflows and improved technology adoption reduced operational costs significantly.
• Streamlined Processes: Task handovers were simplified, reducing delays and easing the burden on employees.
• Renewed Confidence: Addressing key friction points improved adoption rates and employee trust in the new systems.

To learn more about the topic of work friction, read our white paper and recent research that exposes a massive gap between employee and employer expectations about what it takes to make work flow. When you’re ready to get started, request a demo of FOUNT.