What I enjoy about Salesforce is that there is a wealth of knowledge, support and skills that we get through the Success community, online training and our Success Manager without even having to reach out.”

Brent Kueper, Director of HR Technology
 

To ensure Macy's customers receive superior service on the retail floor, the company needs to make sure its 140,000 employees can solve any customer’s problem behind the scenes. That requires Human Resources to provide the information Macy's service employees need for everything from paychecks to benefits to retirement accounts.

The retail giant previously used a call center application that provided notes entry rather than a case management ticket system. Employees used an interactive voice response (IVR) phone system to connect to live call center representatives.

“We were limited in the channels through which employees could engage with HR,” said Brent Kueper, Director of HR Reinvent at Macy’s. “There was really no way we could analyze the employees’ interactions with HR, other than tribal knowledge. For example, we get a lot of calls early in the year because W2s are going out.”

Macy’s set out to develop a centralized case management tool to holistically support the administration of HR processes. With Deloitte as an integration partner, Macy’s chose Salesforce as the platform for enhancing the relationship between HR and employees. The company’s goals were to pool information so HR admins could more quickly answer questions through live chat as well as phone and email, plus provide a knowledge base for employee self-service. The Macy’s team also wanted to be able to analyze data to determine whether HR was properly meeting employee needs and more proactively communicate where possible.

 

The fact that Salesforce makes so much information available, not just internally but from the community, has been a huge factor in our success in making efficient progress in our delivery.”

Brent Kueper, Director of HR Technology

As Macy’s prepared to roll out the new HR platform, the HR team chose a Premier Success Plan to provide an additional level of support. This has helped assist Macy’s and its integration partner through the implementation, as well as Salesforce admins as they become familiar with the system.

“What I enjoy about Salesforce is that there is a wealth of knowledge, support and skills that we get through the Success community, online training and our Success Manager without even having to reach out,” said Kueper. “That whole network differentiates Salesforce from many others. We don’t even have to call support or submit a ticket; the technical knowledge, tips and tricks are available in many ways.”

Even when Macy’s has experienced issues with its network or firewall — technical issues not related to Salesforce — the Premier Success team follows up and pursues the case until resolved, Kueper said.

One advantage of the new platform was the ability to design a dashboard to track cases. After the new tool went live, the HR organization was able to categorize more than 200,000 managed cases so HR leadership could analyze issues and level of engagement by location and other factors. Kueper’s team has participated in a Salesforce Accelerator to analyze how to best use and design dashboards for the needs of HR. They are also utilizing additional accelerators to look at further metrics around their call center operations.

Driving adoption among employees was one area of focus while simultaneously training agents so they could easily begin using the new system. Macy’s developed polished training materials, quick reference guides, and internal communications to foster familiarity and adoption. Training development was made easier with presentations and other training materials made available through their Premier Success partnership.

“The fact that Salesforce makes so much information available, not just internally but from the community, has been a huge factor in our success in making efficient progress in our delivery,” Kueper said. “I’m very excited about this launch, to know that an application we’ve created will be making Macy’s employees lives a little better. And I like the flexibility and freedom of the Salesforce platform, knowing all the great things we’ll be able to do with it in the future.”

 
Enterprise, Marketing Cloud, Salesforce Platform, Service Cloud
Enterprise, Manufacturing, Sales Cloud, Service Cloud
Sales Cloud, Financial Services, Enterprise, Service Cloud
Ask about Salesforce products, pricing, implementation, or anything else. Our highly trained reps are standing by, ready to help.
OR CALL 1-800-667-6389