Case Study: Chalhoub Group achieves enhanced employee experience and exceptional customer service with SAP SuccessFactors

Focusing on the Employee Experience to Help Deliver Exceptional Customer Service

Chalhoub Group, a luxury retailer with about 12,000 employees across 14 countries, needed to transform into a hybrid retailer while preserving five‑star customer service by putting people at the center. To digitalize HR, capture employee feedback, and better equip frontline staff, Chalhoub adopted SAP SuccessFactors solutions — primarily the SAP SuccessFactors HXM Suite alongside SAP Qualtrics Employee Lifecycle (Experience Management) — to combine operational HR data (O‑data) with employee experience data (X‑data).

Using SAP SuccessFactors, Chalhoub centralized HR data, rolled out mobile self‑service for shop‑floor employees, and embedded continuous employee listening; the program delivered measurable gains: 100% of HR interactions are now digital, 80% of employees use mobile self‑services, 24x7 real‑time access to X‑ and O‑data, a 50% increase in completed applications, and reporting time reduced from one hour to two minutes. SAP SuccessFactors helped managers take targeted action, support microlearning and streamlined hiring via partner integrations, and embed employee insights into strategic decisions to boost engagement and customer service.

Chalhoub Group

Wassim Wid

Chief Human Resources Officer