Overview
A Fortune 100 consumer goods company built one of the world’s most recognized portfolios of brands by acquiring great companies and scaling them globally. Today, it supports nearly 300,000 employees across dozens of brands, languages, and regions. With this growth, they have acquired new siloed HR systems, IT stacks, and hundreds of different onboarding processes. They set a bold target: 80% autonomous automation of shared services within the next five years. They partnered with OneReach.ai to make it real, starting with the biggest pain point: the internal employee IT help desk.
Problems
- Diverse range of global brands: The company services 300,000 employees across multiple regions, languages, and onboarding processes. It manages hundreds of brands and use cases spread across fragmented technology stacks, creating significant complexity in delivering consistent employee support and services.
- Tool sprawl: Behind the scenes, a Fortune 100 employer at this scale runs on a sprawl of systems: region-specific HRIS deployments, dozens of asset management and identity tools, and a long tail of brand-specific applications. New hires were onboarded through different processes depending on which brand or country they joined. Password resets and device requests bounced between four or more teams. Employees opened tickets in one system, got answers from another, and waited days for tasks that should have taken minutes.
As the company continued to grow and acquire, the support burden would scale faster than headcount or budget could absorb. Leadership knew the answer wasn’t another AI agent, it was a unified AI control plane that could authenticate employees once, take action across every system they’d inherited, and resolve real tasks end-to-end.
Solutions
OneReach.ai and the customer’s IT and HR teams built a network of AI agents that can take action across systems, not just answer questions. These agents can reset a password in Active Directory, check device upgrade eligibility in the asset management system, and kick off an onboarding workflow that previously required four different teams.
TheirIntelligent Employee AI Agent supports all global employees with tangible benefits:
- One assistant, no matter the question. Instead of different portals for HR, IT, payroll, and facilities, employees interact with a single entry point.
- A new hire is productive in week one, not week six. What used to be a six-week relay across IT, HR, security, and other departments now runs as a single, guided experience. The AI agent triggers provisioning across all involved systems, surfaces the right paperwork at the right time, and answers questions as they arise.
- Routine requests get resolved in the moment. Password resets, device upgrade eligibility, benefits questions, and status updates on open requests are handled end-to-end by the AI agent across dozens of backend systems, without routing through ticket queues.
Outcomes
By replacing a stack of disconnected point solutions with one unified AI layer, the company gave itself a foundation it can keep building on. The next acquisition, the next region, and the next employee experience initiative all plug into the same system rather than starting from scratch.
Outcomes achieved so far include:
- Faster onboarding: Cut onboarding time from 6 weeks to just 1 week, accelerating employee productivity and eliminating bottlenecks.
- Quicker support: Significantly reduced ticket resolution times, enabling faster assistance and higher employee satisfaction.
- Reduced call volume: Decreased inbound support calls by 35%, shifting the team from reactive triage to proactive support.
- Lower operational costs: Reduced cost-to-serve by 40%, freeing budget and resources for higher-value initiatives.
