Case Study

Convercent Customer Success: National Retailer

An Ethics and Compliance Program that Puts Employees on “Special”.

Popular national retailer uses Convercent Helpline with Case Management to engage employees as their ethical eyes and ears.

Regardless of what a retailer sells, store safety, theft, online fraud and other unethical (and illegal) behaviors put these business at risk each day. This major national retailer decided to include employees in the solution, rather than treating them like the problem, in a modern approach to protect the company’s interests.

With a decentralized corporate hierarchy divided into regions, then districts, then stores, the retailer needed to empower regional and district leaders to act, rather than relying on a single person in the corporate office. Cases needed to be addressed faster, and employees needed to feel supported and heard, despite being one of 35,000 associates.

“It was imperative to have a system that could easily route cases to specific personnel based on location or type of report, while also providing visibility at the corporate level to audit our handling of each report and to make sure we’re taking the right actions.”

  • Internal Audit Manager, Discount Retailer

Learn more about how this national retailer is empowering employees by improving their program – download their story above!

Quick Facts about this national discount retailer:

  • Over 1,400 stores in 47 states.
  • Over 35,000 associates.
  • Founded in 1967.

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