When a well-known brand with approximately 2,000 employees approached us, their HR and support teams were overwhelmed. The tools they relied on for managing employee inquiries—Microsoft Outlook shared inboxes—were falling short of their growing needs. Faced with limited visibility into service activity, rising employee expectations, and mounting pressure to focus on strategic priorities, they knew it was time for a change. That’s where Wayside, our AI-powered employee support platform, came in.
Employee support was consuming nearly 50% of the HR team’s time, leaving little bandwidth for strategic initiatives. Repetitive questions and manual processes dominated their day, from resolving password resets to clarifying policy details.
The tools they had in place offered no insight into service metrics like ticket volume, SLA adherence, or trends in employee needs. This lack of visibility made it impossible to identify pain points or improve workflows.
On top of this, their first-response SLA for employee inquiries hovered around a sluggish 180 minutes—far from meeting employee expectations in today’s fast-paced workplace.
Enter Wayside. Within weeks of implementing our AI-powered platform, the transformation was undeniable. Here's how our platform addressed their challenges head-on:
Wayside’s AI integrated seamlessly with their shared inbox setup, allowing the platform to participate in 60% of support questions right from the start. By handling routine inquiries—like PTO balances, benefits clarifications, and IT troubleshooting—the system freed up the HR team’s time and ensured employees received immediate responses.
One of the most significant changes was the dramatic reduction in first-response SLA. Within weeks, it plummeted from 180 minutes to just 1 minute. Employees no longer had to wait hours for answers, improving satisfaction and trust.
Wayside provided real-time insights into support metrics, giving the HR team visibility into ticket volume, recurring issues, and SLA performance. Armed with this data, the team could identify opportunities to optimize processes, update resources, and proactively address employee concerns.
With Wayside managing repetitive questions, the HR team was able to shift its focus to high-value support and strategic initiatives. Instead of being bogged down by the day-to-day, they could concentrate on long-term projects that drive employee engagement, improve processes, and support organizational growth.
The impact of Wayside on this client’s operations was profound. Key outcomes included:
In a world where employee expectations are higher than ever, companies can no longer afford to rely on outdated tools and manual processes. This client’s transformation highlights how AI can empower HR and support teams to deliver faster, smarter, and more efficient service while regaining the bandwidth to focus on strategic goals.
The success of the initial implementation is just the beginning. As Wayside continues to learn from new inquiries, the platform’s ability to participate in support questions will only improve, further reducing the need for human intervention.
This client is also exploring ways to expand Wayside’s role beyond their shared inboxes, integrating it with other tools like their HRIS and IT ticketing systems. These steps will create a fully automated and unified employee support experience.
This story is a testament to what’s possible when organizations embrace AI to tackle their biggest challenges. By implementing Wayside, this well-known brand not only transformed their approach to employee support but also unlocked the potential of their HR team to focus on what truly matters—building a stronger, more engaged workforce.
If your team is ready to stop drowning in repetitive employee questions and start focusing on strategic growth, let’s talk. Wayside is here to help you transform employee support into a competitive advantage.
