Zeta Corp (a pseudonym for a large retail enterprise) was undertaking a major digitization initiative to transform its IT, HR, and finance services. The goal was two fold: reduce operational costs by decreasing the number of FTEs required to support enterprise services and provide a seamless, efficient experience for employees. To achieve these goals, investments were made in new technologies – portals, AI chatbots, and service management tools.
Historically, the organization depended heavily on field HR teams and local HR generalists to address employee queries and deliver key services. The shift to automation aimed to streamline and centralize these processes and improve efficiency across the board.
The Challenge: Low Adoption Rates and Growing Employee Frustration
As the transformation progressed, several issues surfaced:
- The HR AI chatbot, designed to be the first line of inquiry, initially saw good usage but quickly experienced a sharp decline in adoption.
- At the same time, Zeta Corp saw a 32% spike in service tickets related to parental leave questions, indicating that the system was not functioning as intended.
- Engagement surveys revealed another critical problem: employee dissatisfaction with career mobility – an aspect that the new technology platforms were supposed to improve.
Learn how Zeta Corp uncovered the exact points of work friction and implemented focused improvements, leading to $2.3M in annual savings, a smoother employee experience, and a renewed confidence in their digital transformation strategy.