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ER Case Management

Employee Relations

How Booking.com expanded their

ER budget to get the case intelligence

no other platform could deliver.

How Booking.com expanded their ER budget to get the case intelligence no other platform could deliver.

Navex couldn't keep up. Case IQ and HR Acuity couldn't go deep enough. Booking.com's ER team secured additional budget to

deploy Safe Workplace the only platform that delivered root cause analysis, contributing factor tracking, and intervention

workflows their stakeholders demanded.

Navex couldn't keep up. Case IQ and HR Acuity couldn't go deep enough. Booking.com's ER team secured additional budget to deploy Safe Workplace the only platform that delivered root cause analysis, contributing factor tracking, and intervention workflows their stakeholders demanded.

50% faster resolution

6 hrs saved per case

4x increase in actionable intelligence

Booking.com's ER team didn't just need a new case management tool they needed to fundamentally change what they could show their business and HR stakeholders. That meant expanding their budget to bring in a platform built for trend analysis, root cause investigation, and structured post-case follow-up. Safe Workplace was the only option that delivered.

The Challenge

A closing gap between what stakeholders needed and what the incumbent could deliver

Booking.com's Global Employee Relations function operates at a scale few organisations match spanning continents, managing complex case types from whistleblowing to formal grievances, and serving an HR and business community that increasingly expected data-driven insight, not just case closure.

The ER team had relied on Navex, but the platform's limitations had become impossible to ignore. There was no meaningful way to surface root causes or contributing factors across the caseload. Trend analysis was manual and retrospective. Cases closed in Navex still required active ER follow-up aftercare processes, intervention monitoring, stakeholder updates but the platform had no structured way to manage that lifecycle. The result: the ER team was data-rich in volume, but insight-poor where it mattered.

The team evaluated Case IQ and HR Acuity as alternatives. Neither offered the depth of contributing factor analysis, the ER intervention workflows, or the stakeholder-ready reporting the team needed to justify the function's strategic value. The gap was clear — and so was the decision. The ER team made the case to expand their budget and bring in Safe Workplace as the platform that could finally close it.

Evaluated & Replaced

Navex (incumbent)

Case IQ

HR Acuity

The Solution

Root cause intelligence, intervention workflows, and data that earns budget

Safe Workplace gave Booking.com's ER team what no other platform could: structured intervention workflows that don't end at case closure. Cases closed in the legacy system could now be tracked through aftercare monitoring follow-up actions, measuring the effectiveness of interventions, and flagging repeat patterns before they escalate. For the first time, the ER team had a complete lifecycle view of every matter.

The platform's root cause and contributing factor analysis transformed how the team reported upward. Instead of presenting case volumes to stakeholders, the ER team could now surface why issues were occurring, which factors were driving them, and what interventions were working. This was the data the business and HR community had been asking for and it was the capability that justified the budget expansion to bring Safe Workplace in alongside existing tooling.

To ensure continuity of insight, SafeWork ingested Booking.com's full historic caseload from Navex giving the ER team the ability to surface trends and root cause analysis on legacy data and present it to Senior Leadership Team meetings from day one. No cold start. No gaps in the narrative.

SafeWork also integrated directly with Booking.com's Workday instance to pull live people data into the ER platform. This connection enabled the team to identify escalating risk profiles surfacing repeat offenders, tracking people trends across business units, and correlating case patterns with workforce data to flag issues before they become crises.

ER Case Management

Confidential Reporting

Analytics & Intelligence

Navex Data Migration

Workday Integration

Laurianne Toribe

Global Employee Relations Manager

Booking.com

Company Overview

Company

Booking.com

Industry

Travel & Technology

Scale

Global enterprise

Region

Worldwide

Previous platform

Navex

Modules Deployed

ER Case Management

Confidential Reporting

Analytics & Intelligence

Employee Reporting

Integrations

Workday

Live

Navex (migration)

Complete

ServiceNow

In Progress

Key Outcomes

Resolution time

↓ 50%

Hrs saved/case

6+ hrs

Intel quality

4× better

BP satisfaction

+200%

Response time

20→4 min

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What's Next

Expanding the intelligence layer across the enterprise

The partnership between Booking.com and SafeWork continues to deepen. The team is actively working on a bi-directional integration with ServiceNow, enabling ER case data to flow seamlessly between SafeWork and Booking.com's broader IT and HR service management ecosystem — closing the loop between people risk and operational workflows.

Booking.com is also expanding SafeWork's Employee Reporting capability across all devices,

giving every employee — whether at a desk, on a mobile, or in the field — a consistent,

accessible channel to raise concerns. This rollout represents a step-change in reporting

coverage and reinforces the organisation's commitment to a speak-up culture at scale.

Booking.com is also expanding SafeWork's Employee Reporting capability across all devices, giving every employee — whether at a desk, on a mobile, or in the field — a consistent, accessible channel to raise concerns. This rollout represents a step change in reporting coverage and reinforces the organisation's commitment to a speak-up culture at scale.

ServiceNow Integration

Bi-directional data flow between SafeWork and

ServiceNow for unified HR service management

In Progress

Employee Reporting — All Devices

Expanding speak-up access to mobile, tablet, and

kiosk for every employee globally

Rolling Out

Workday — People Data

Live sync of employee profiles, org structure, and risk

indicators for repeat offender tracking

Live

Navex — Historic Data Migration

Full caseload imported to surface legacy trends and

root cause data for SLT reporting

Complete

The Results

From case tracking to case intelligence

with the data to prove it

From case tracking to case intelligence with the data to prove it

Within months of deploying SafeWork, the ER team had fundamentally changed the

conversation with their stakeholders. Root cause and trend data replaced anecdotal reporting. Intervention workflows gave the team visibility into outcomes, not just closures. And the quality of intelligence reaching the business and HR community drove a step-change in confidence in the ER function.

Within months of deploying SafeWork, the ER team had fundamentally changed the

50%

Reduction in case resolution time, with

structured workflows replacing manual routing

and follow-up

Hours saved per case through automated

intervention tracking, aftercare workflows, and

template-driven processes

4×

More actionable workforce intelligence — root

cause, contributing factors, and trend data

surfaced to business and HR stakeholders