Empowering Internal Teams with a Next-Gen Employee Portal

Home > Work > Empowering Internal Teams with a Next-Gen Employee Portal

Solutions

LARGEST GLOBAL COFFEEHOUSE CHAIN

Empowering Internal Teams with a Next-Gen Employee Portal

For global enterprises, managing a large, dispersed workforce is no small feat. Efficient communication and easy access to resources are necessities. An outdated employee portal can lead to inefficiencies, decreased productivity, and employee dissatisfaction, especially in an organization with hundreds of thousands of employees.

The world’s largest coffeehouse chain, celebrated for its top-tier customer service and digital innovation, faced this very challenge. With over 350,000 employees across 18,000 stores, they needed a solution that would better connect internal teams and make their day-to-day easier.

Content Bloom was brought in to create a next-generation employee portal designed to streamline HR functions, provide on-the-job support, and enhance overall productivity and satisfaction. Our goal was to ensure employees had immediate access to the information and tools they needed, ultimately leading to improved business outcomes and operational efficiency.

Challenge

With a vast network of stores and employees, our client needed an efficient, user-friendly employee portal. The existing system relied heavily on a telephone helpdesk, leading to long wait times and inefficiencies. The new portal needed to address challenges around:

  • HR FunctionsOffer HR functions such as handbooks, onboarding, benefits, training, policies, and timekeeping.
  • Operational SupportProvide on-the-job support like new recipes, store layouts, and marketing promotions.
  • Issue ResolutionInclude a digital ticketing system for self-diagnosis and problem resolution.
  • Content ManagementHandle millions of documents and serve upwards of 50 million pages per month.

Solution

  • User-Centric Design We conducted an in-depth analysis of system users to tailor the portal for in-store employees and managers, providing easy access to HR functions and on-the-job support like new recipes, store layouts, and marketing promotions.
  • Digital Ticketing and Self-DiagnosisThe portal integrated a digital ticketing system, allowing employees to self-diagnose and resolve issues using QR codes on store equipment. This reduced wait times and empowered employees to solve problems independently.
  • Content ManagementWe focused on robust information architecture and taxonomy management to handle millions of documents and serve over 50 million pages per month, transforming chaotic content into a unified, relevant experience.
  • Personalization and AnalyticsRole-based personalization and advanced analytics provided insights into employee behavior, enabling continuous improvements to UX, content, and personalization, resulting in higher adoption and satisfaction.
0

pages served per month

50 million pages per month are served to our client’s workforce
-23498

weeks

The solution saved 1 year of a full-time partner's time within 10 weeks
0+

global employees

An employee base of 350,000+ worldwide
0

page views per month

The portal receives 10 million page views per month

Impact

The success of an employee portal relies on increased productivity, greater employee satisfaction, and an individual’s awareness of company information. Upon launch to a small subset of stores, the system was immediately adopted because it delivered on its promise of ease-of-use and provided simple access to information. The initial feedback was so overwhelmingly positive that the employee portal was rolled out to all stores across North America, with plans to expand globally. 

GET IN TOUCH

Need a better internal solution for your workforce?