HR departments have become strategic powerhouses in today’s economy of contextual, personalized experiences. Avon, a legacy leader with over a century of success in the beauty industry, recognized the opportunity to evolve its people strategy while preserving its deeply rooted, people-first culture.
Rather than relying solely on tradition, Avon leaned into innovation, reimagining HR as a global, seamless, and human-centered function. The results speak volumes: a remarkable 98.4% employee satisfaction rate and an HR model that’s setting the benchmark across industries, powered by Zendesk, the leading AI-driven Employee service solution provider.
With thousands of employees across multiple geographies, Avon sought a solution that could scale efficiently while delivering personalized experiences. This transformation wasn’t just about upgrading technology—it was about elevating culture.
HR Service Delivery
“One global team. Dozens of disconnected systems.”
That was the challenge facing Karolina and her team at Avon.
“We were dealing with decades of legacy,” Karolina explains. “Numerous systems, platforms, solutions—or even a complete lack of them.”
Sound familiar?
For many global HR and People Services teams, it’s a familiar story.
Disparate regional systems, manual workflows, and inconsistent processes make it hard to deliver the kind of support today’s employees expect. The result? Slower service, limited visibility, and employees unsure of where to turn for help.
Avon was no exception. With thousands of employees across multiple countries, their HR ecosystem had become complex and fragmented. But instead of continuing with patchwork fixes or isolated upgrades, Karolina’s team decided to rethink the model entirely.
They envisioned something better—a modern, unified HR support system designed to scale globally and feel personal locally.
At the heart of that transformation? Zendesk.
Stay tuned as we unpack how Avon leveraged Zendesk to turn a maze of systems into a seamless, AI-powered support experience that’s now setting new benchmarks across industries.
This level of feedback shows the profound cultural impact of this transition. Avon’s HR professionals feel more connected to employees, and employees feel more connected to the brand.
HR officials also cite increased job satisfaction, as they have removed redundant tasks and can focus on meaningful employee engagement and development.
This cultural alignment has encouraged more interdepartmental cooperation, increasing productivity and innovation. Employees feel more ownership because they know their problems are solved quickly and transparently.
Check out this recent interview with Karolina Michalska at Avon.
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The Challenge: Addressing Complexity in a Global Business
It is no mean feat to manage HR operations in 32 countries and five languages. Avon was confronted with many challenges, including:
- Legacy Software Silos: Legacy software created data silos and inconsistent support.
- Delays and Angst: Staff were taking too long to get responses on mundane issues.
- Visibility: HR teams lacked clear, real-time visibility into recurring issues or trends.
As Karolina Michalska, People Services Lead at Avon, explained: “We wanted to revolutionize the way we serve our people – without losing the personal touch.”
Without efficient processes, HR representatives were overwhelmed with duplicate tasks, with little time left for meaningful interaction. Information asymmetry across markets made cross-regional collaboration even tougher. Employee questions, from compliance benefits, required a central system to take over the increasing number and variety.
The Solution: Zendesk for Unified HR Support
Avon transformed Zendesk into its core platform for HR support. This was no quick fix – it was a bottom-to-top rebuild with a clear objective: offer speedy, sure, and appropriate employee support, regardless of where they were.
Key Aspects of the Solution:
- Omnichannel Support: Employees could send HR questions through the web, email, or chat – wherever, whenever.
- Multilingual Knowledge Base: Localized FAQs reduced ticket volume and allowed employees.
- Intelligent Automation: Automated requests were channeled and handled with minimal human intervention.
- Custom Workflows: Tailored to support compliance needs across multiple markets.
- Real-Time Analytics: HR gained insights into issue types, response time, and satisfaction scores.
Zendesk was not just about automating. Zendesk enabled Avon to have a culture of consistency. Regardless of department or country, workers were given the same quality of service, allowing for fairness and transparency. Zendesk’s ticketing system gave HR professionals the tools they needed to track, categorize, and analyze each interaction, allowing for a data-rich environment of decision-making.
Besides, the simplicity of Zendesk integration with existing HR applications made it a breeze. Avon didn’t need to rip and replace – they were able to migrate. Thanks to a centralized, intuitive platform, onboarding processes, and training modules became streamlined.
So what are you waiting for?
Register now to discover more on this journey!
The Impact: A New Standard for HR Excellence
Zendesk’s solution enabled Avon to unlock new levels of employee trust and engagement:
- 98.4% Satisfaction: Employees gave their HR support experiences a resounding thumbs-up.
- Faster Resolution: Most questions were solved within 4 hours, rather than days before.
- Consistent Service: Avon employees everywhere got the same service regardless of where they were.
- Lower Overhead: Automation freed up HR staff to focus on higher-level activities.
- More than improving numbers, the shift improved morale. Employees felt listened to and cared about. HR professionals felt empowered and productive.
Zendesk’s implementation also fostered an accountability culture. With every ticket tracked, resolved, and analyzed, Avon’s HR team could view patterns and optimize processes in real-time. The increased transparency also allowed top executives to monitor employee issues more closely, enabling them to take proactive measures towards employees’ welfare in the workplace.
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Event Spotlight: Avon’s Success
Zendesk’s Customer Spotlight: Avon’s HR Makeover is your chance to hear the full story directly from those who made it happen.
Here’s what you’ll gain:
- Insights into managing HR across global markets.
- A step-by-step look at how Zendesk was rolled out and customized.
- The human impact of great HR support, from employees and HR staff.
- Tips to avoid common pitfalls in digital transformation.
Event Details:
Date: Wednesday, April 23
Time: 10:00 AM PT / 1:00 PM ET
Speakers: Karolina Michalska (Avon) and Orna Morris, Zendesk’s Senior Solution Consultant for employee service
Empowered People, Exceptional Results: Unlocking Business Value Through Employee Engagement
Avon’s tale is the personification of a greater truth: When HR evolves, the entire business transforms.
From talent retention to productivity and innovation, organizations that invest in modern, people-first HR functions consistently outperform their peers. For example, companies in the top quartile for employee experience report up to 21% higher profitability and 24% lower turnover.
Simply put: better HR isn’t a support function upgrade—it’s a growth strategy.
Employee satisfaction leads to:
- Stronger Retention: Engaged employees are more loyal and less likely to churn.
- Enhanced Performance: Where HR assistance is seamless, the employees can focus on their actual work.
- Enhanced Employer Branding: People for people and culture for people attract the best talent.
With an empowered workforce in Avon, there came more aligned teams and more responsive business. In its attempt to make the HR experience better, Avon unintentionally raised its brand – in the eyes of employees and outsiders.
Streamlined HR processes also enhanced onboarding, performance management, and employee development. The information collected via Zendesk also provided actionable inputs to workforce planning, diversity, and growth areas.
Why Zendesk? The Tools That Made It Possible
Zendesk is not just a support tool – it’s a full HR enablement platform. What set it apart for Avon? Our HRTech analysts have the answer:
- Scalability: In a position to handle thousands of tickets across numerous global markets.
- Customization: Tied to Avon’s particular compliance and cultural needs.
- Automation: Eliminated HR fatigue with smart ticket routing and bots.
- Security: Enterprise-class security for sensitive staff data.
Zendesk simplified it for Avon to integrate HR into its digital model effortlessly. It did not simply facilitate operations – amplify them. The scalability of the platform allowed Avon to sustain any future direction in HR without needing to rewrite its entire system again.
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From Legacy Systems to Seamless Support: How Avon Reimagined
FAQs: Everything You Need to Know About the Zendesk Employee Service Solution
1. Who would it be valuable to?
This session is intended for HR, IT, and Operations leaders and those engaged in employee experience or digital transformation projects. Do you want to know how to boost your internal services using emerging technology? Then this is what you are looking for.
2. Will there be a recording of the event?
Yes, the session will be recorded. But attending live provides live Q&A and bonus material that won’t be included in the recording.
3. What is the biggest technical learning?
You’ll discover how to automate and scale HR services around the world—without compromising on personalization or compassion.
4. Do I need to implement Zendesk to derive value from this?
Not at all. The insights we’ll be presenting will be platform-agnostic and applicable within any HR technology stack, with actionable advice that you can utilize no matter what tools you already have in place.
Save Your Seat & Start Your HR Transformation
If a global brand like Avon can transform its HR experience with Zendesk, so can you.
Whether you’re navigating system sprawl or simply looking to elevate your employee experience, this event delivers the blueprint for building a seamless, people-first HR operation—at scale.
Sign Up Here – You won’t regret it. Be there. Be inspired. Be ready for change.
Conclusion: Avon Reimagined HR—And So Can You
The Avon-Zendesk partnership proves one thing: HR can be a superpower. With the right tools and mindset, Avon not only solved global issues – they built a thriving, people-centered culture that’s ready for the future.
This is your chance to see how it was done – and how you can do it too. Click here to save a spot for yourself!
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