How Mammoth Brands gave a retail and corporate workforce one place to ask
Two very different populations, one HR team. Mammoth Brands used Harmony to serve corporate staff and retail associates without building two support models.
- of HR questions resolved on first contact
- 78%
- returned to each HR partner weekly
- 11 hrs
- coverage for retail shift questions
- 24/7
- support model instead of two
- 1
At a glance
- Industry
- Consumer packaged goods and personal care
- Headquarters
- New York
- Company size
- Several thousand across corporate and retail
- HR team
- Nine HR business partners
- Core difficulty
- Retail associates work outside corporate hours and rarely use email
- Harmony agents in use
- HR, onboarding and offboarding, access management
Illustrative mockup. This story is sample content created to design and review the customer-story layout. The company is real; the metrics, quotes and people below are invented and must not be published or cited.
The challenge: one HR team, two working lives
Mammoth Brands supports a corporate population that lives in email and calendars alongside retail associates who work shifts, share devices and often have no company inbox at all. The same HR policies applied to both groups. The way each group could ask about those policies did not.
In practice the retail side was underserved, not by intent but by hours. A question about a shift swap or a paycheck deduction arrived at 9pm and waited until an HR partner opened their laptop the next morning. Nine HR business partners absorbed the backlog, and a large share of their week went to answering the same twenty questions.
Our associates were not getting worse answers. They were getting the same answers, twelve hours later.
D. OkaforSenior Director of HR, Mammoth Brands (illustrative)
What changed: the same answer, available at 9pm
Harmony gave both populations one place to ask, reachable on a phone without a corporate account. Policy questions, benefits lookups, scheduling rules and payroll explanations now resolve on first contact roughly 78% of the time, at whatever hour they are asked.
Crucially the HR team did not have to maintain two sets of content. One source of policy serves both audiences, with the agent handling the difference in how each group asks rather than the team maintaining a parallel retail knowledge base.
We did not want a corporate answer and a retail answer. We wanted one answer that reached everyone.
D. OkaforSenior Director of HR, Mammoth Brands (illustrative)
The result: HR partners went back to being partners
The team measures the change in reclaimed hours, about eleven per partner per week, but describes it in terms of the work those hours went back into: workforce planning, manager coaching and the retention problems that never get solved by a faster reply to a policy question.
