Case Study: Coles achieves 100% digital employee engagement with Persistent Systems and Salesforce

How Coles Supermarkets teamed up with Persistent to build a robust People & Culture case management solution using Salesforce

Coles worked with Persistent Systems to address a high-volume People & Culture case management challenge, with more than 2,000 enquiries a week coming into multiple email inboxes. The team had no single source of truth, limited visibility into case lifecycles, poor mobile access, and difficulty assigning and prioritizing cases or tracking KPIs.

Persistent Systems implemented Salesforce Service Cloud and Community Engagement capabilities to create a digital employee engagement and self-service solution for line managers and business partners. The rollout included automated case delegation, online forms, SMS updates, surveys, and real-time dashboards, delivering a 100% digital process in just 12 weeks and shifting more than 80% of communication to the Salesforce mobile app.

Coles