How do you deliver seamless employee support while safeguarding sensitive data in a fast-evolving digital landscape? AVON answered this challenge by building a unified support platform. This Platform is powered by Zendesk, which serves employees across 32 markets and five languages, with a stunning 98.4% satisfaction rate.
Faced with legacy systems, operational complexity, and growing cybersecurity demands, AVON built a unified support platform. Avon is a global company known for selling beauty products through independent representatives. Built with Zendesk, the platform now supports 32 markets, 5 global languages, and has over 5000 users. The result? An unprecedented 98.4% employee satisfaction rate. Something AVON had never achieved before. This led to significant time and cost savings, with service delivery becoming more scalable and secure. Let’s see how HR and IT leads at Avon blended automation, with human-centered design leading to a resilient, high-trust employee infrastructure. Also, what does it mean for security-conscious enterprises of today?
The Strategic Need for Transformation in Employee Services
AVON’s People Services team, led by Karolina Michalska, understood that their legacy systems were no longer sufficient to meet the evolving needs of a workforce spread across 32 markets, speaking five languages. The challenge was not just to improve employee support, but to do so in a way that was scalable, efficient, and secure. The company required a unified platform that could manage a diverse set of needs while maintaining a human-first approach to service.
The Solution: Building a Unified Platform with Zendesk
To meet the growing complexity of its workforce and support operations, AVON needed more than just new tools, it needed a strategic overhaul. By integrating Zendesk at the core of its employee services, AVON was able to streamline support across its global workforce. Zendesk’s omnichannel capabilities allowed AVON to offer a seamless experience, no matter where employees were located or what language they spoke. With this unified platform, AVON was able to reduce inefficiencies, lower costs, and ensure consistent service delivery.
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One of the most significant benefits AVON experienced was the ability to automate many routine tasks. This allowed the HR team to focus on more strategic efforts while maintaining a high level of support for employees. Automation did not replace human connections but rather enabled a more efficient way of engaging with employees.
The Results: 98.4% Employee Satisfaction
The results of this transformation were immediate and impactful. AVON achieved an impressive 98.4% employee satisfaction rate, a clear testament to the effectiveness of their new system. Employees now had access to faster, more efficient support, and the company was able to significantly improve its service delivery without the need to scale up human resources.
This achievement highlights the potential of integrating technology into HR operations. It proves that with the right platform, companies can create a seamless, efficient, and personalized experience for employees while simultaneously reducing costs and driving efficiency.
What IT and HR Leaders Can Learn from AVON’s Success
Scalability Without Complexity:
AVON’s success lies in its ability to scale employee support across a vast global network. By utilizing a unified platform, the company was able to reduce complexity and ensure that service levels remained consistent, regardless of location or language.
Security and Integration:
As businesses digitize their operations, the need for secure, integrated solutions becomes paramount. AVON’s experience with Zendesk illustrates how organizations can modernize legacy systems while ensuring that sensitive data remains secure. This is particularly important for organizations in highly regulated industries.
Human-Centered Automation at Scale:
While automation was integral to AVON’s transformation, it did not come at the expense of the human experience. By automating routine tasks, the HR team was able to focus on more meaningful interactions with employees, fostering a service-oriented, relationship-driven culture.
Data-Driven Insights:
Another key takeaway from AVON’s success is the importance of using data to drive continuous improvement. With the help of Zendesk’s robust analytics, AVON was able to gain actionable insights into employee needs, identify bottlenecks, and continuously refine its service offering.
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Why This Matters for IT and HR Leaders
In today’s competitive business environment, IT and HR leaders must constantly adapt to meet the changing needs of their workforce. AVON’s experience provides a valuable lesson for organizations seeking to modernize their internal systems without disrupting operations. It also demonstrates the potential for IT leaders, CIOs, and CISOs to drive real change by adopting secure, scalable platforms that deliver both efficiency and high employee satisfaction.
As businesses continue to scale, the complexity of managing employee services increases. To remain competitive, IT leaders must find ways to integrate systems, automate processes, and ensure that employees receive the support they need, whether they are in the office or working remotely.
Join the Zendesk Customer Spotlight Event
Don’t just take our word for it, hear directly from Karolina Michalska at the Zendesk Customer Spotlight event on April 23. Discover how AVON achieved 98.4% employee satisfaction and how your enterprise can too.
This 45-minute session will cover the steps AVON took to streamline its HR operations and drive meaningful change. IT and HR leaders looking to modernize their employee services should not miss this opportunity to learn from AVON’s success.
Proven Value from Past Zendesk Events
Zendesk events deliver practical strategies for enterprise leaders. At Zendesk Relate 2025, CIOs, HR heads, and digital transformation leaders gained clear insights into scaling intelligent support systems. Highlights included the launch of the Resolution Platform, guidance on ethical AI governance, and solutions for managing Shadow AI risks and cross-platform integration. Sessions also covered sustainable AI adoption, AI-powered internal support, pay-for-outcome pricing models, and autonomous agents that integrate with IT and HR tools. These events go beyond product updates and equip leaders with tools to solve real enterprise challenges.
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FAQs
1. How did AVON achieve a 98.4% satisfaction rate across multiple markets and languages?
Karolina Michalska will share the step-by-step approach her team took—from replacing fragmented legacy systems to building a unified support infrastructure that balances automation with a human-first design. You’ll see exactly what contributed to such a high satisfaction score.
2. What makes this session different from other tech webinars or product showcases?
This isn’t a product demo or marketing pitch. It’s a real-world case study led by the transformation leader herself. The focus is on actionable insight—how to modernize internal support functions, streamline operations, and secure employee services at scale.
3. Will I hear directly from someone who led the transformation at AVON?
Yes. Karolina Michalska, who led AVON’s employee support transformation across 32 markets, will detail the process and outcomes, giving a firsthand perspective that few enterprise leaders get to share in this depth.
4. How does Zendesk ensure security and governance for internal HR and IT operations?
Security and scalability are core themes of the event. You’ll learn how Zendesk’s infrastructure supports encrypted data handling, audit trails, and integrations with tools like Jira, Okta, and Slack—all while remaining compliant with corporate and regional policies.
5. What kind of outcomes can I take back to justify investment in employee service platforms?
Expect real metrics: satisfaction rates, cost reductions, time-to-resolution improvements, and operational efficiencies. These numbers, combined with AVON’s blueprint, will help you make a compelling case to internal stakeholders and C-suite executives.
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