Case Study: Macy's achieves centralized HR case management and actionable employee insights with Salesforce

Macy’s delivers centralized HR tool with support from Cloud Services

Macy’s, which supports about 140,000 employees, needed a better way for HR to deliver timely answers on pay, benefits and other employee needs; its legacy IVR-based call center recorded notes instead of cases, limited channels for employee engagement and provided no meaningful analytics to identify trends or measure service levels. HR set out to replace that fragmented system with a centralized case-management platform to improve response times, self-service and insight into employee interactions.

Working with Deloitte, Macy’s implemented Salesforce and a Premier Success Plan to build a multichannel HR solution with a knowledge base, live chat, phone and email routing, and dashboards. The new platform helped categorize more than 200,000 managed cases, enabled data-driven analysis by location and contact center metrics, simplified training and adoption through shared Success resources, and delivered faster, more proactive HR service and better self-service for employees.

Macy's

Brent Kueper

Director of HR Reinvent