Customer Stories
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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.
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.
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.
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.
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)
Navex (incumbent)
Case IQ
Case IQ
HR Acuity
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.
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
ER Case Management
Confidential Reporting
Confidential Reporting
Analytics & Intelligence
Analytics & Intelligence
Navex Data Migration
Navex Data Migration
Workday Integration
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
Read Next
Healthcare · 350+ staff · UK & South America
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.
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.
SN
ServiceNow Integration
Bi-directional data flow between SafeWork and
ServiceNow for unified HR service management
In Progress
ER
Employee Reporting — All Devices
Expanding speak-up access to mobile, tablet, and
kiosk for every employee globally
Rolling Out
WD
Workday — People Data
Live sync of employee profiles, org structure, and risk
indicators for repeat offender tracking
Live
NX
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
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.
50%
Reduction in case resolution time, with
structured workflows replacing manual routing
and follow-up
90%
Cases closed within 45 days.
4×
More actionable workforce intelligence — root
cause, contributing factors, and trend data
surfaced to business and HR stakeholders
200%
Increase in business partner satisfaction, driven by the quality of data and insight the ER team could now present
20→4
Minutes — average response time from new case notification to first action,
down from 20 minutes on the previous platform.
Ready to transform your ER operations?
Ready to transform your ER operations?
Ready to transform your ER operations?
See how Safe Workplace gives your team the speed, structure, and
intelligence to stay ahead.
See how Safe Workplace gives your team the speed, structure, and
intelligence to stay ahead.
See how Safe Workplace gives your team the speed, structure, and intelligence to stay ahead.
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