HR · Sports retailThe HR operation redesigned from scratch
By implementing Zendesk in partnership with BCR.CX, we scaled employee support with more quality and agility.
- Centralization in Zendesk
- Automation with AI
- Employee portal
- Data and indicators
- A more human experience
The result: scalable, intelligent employee support, with less friction for the HR team.
HR served as an internal customer
Decathlon redesigned its employee support operation from scratch, implementing Zendesk in partnership with BCR.CX to centralize requests, automate tasks with AI and give the HR team visibility into data.
The solution
The employee support operation was redesigned from scratch on Zendesk: an employee portal as the single entry point, AI task automation and a data and metrics dashboard for HR. Internal support gained the same structure as a mature customer service operation.
Technologies and tools
- Zendesk Employee Services
Why this case matters
Treating employees as internal customers made HR support more scalable, faster and more human.
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