Case Study: a leading US-based consumer goods company achieves 83% CSAT with OneReach.ai Intelligent Employee Assistant

Global Fortune 50 Organization Achieves 83% CSAT Score by Automating Employee Experience

A leading US-based consumer goods company with a global workforce of 200,000 employees faced challenges in its internal IT service desk. Dozens of monotonous processes, such as password resets and managing device upgrades, were inefficient and overburdened agents. Seeking to achieve 80% hyperautomation of shared services and improve the employee experience, the organization partnered with OneReach to implement an Intelligent Employee Assistant.

OneReach developed and deployed its Intelligent Digital Workers (IDWs) to handle common inquiries and automate HR tasks like onboarding and password resets across multiple systems. The solution resulted in an 83% customer satisfaction score and an 80% containment rate. It also reduced the employee onboarding process from six weeks to just one, cut inbound calls by 35%, and lowered the cost to serve by 40%.