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.
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 incumbent was built for volume, not intelligence.
- No meaningful way to surface root causes or contributing factors across caseload
- Trend analysis was manual and retrospective
- Aftercare monitoring lived outside the platform
- Data-rich in volume, insight-poor where it mattered
The team evaluated Case IQ and HR Acuity alongside the incumbent. 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 ER team made the case to expand their budget and bring in Safe Workplace as the platform that could finally close the gap.
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 — measuring the effectiveness of interventions and flagging repeat patterns before they escalate. Root cause and contributing factor analysis transformed how the team reported upward. Instead of presenting case volumes to stakeholders, they could now surface why issues were occurring, which factors were driving them, and what interventions were working.
Beating Case IQ and HR Acuity.
The team evaluated Case IQ and HR Acuity alongside the Navex incumbent. Against the criteria that mattered, neither matched what the evaluation demanded. The gap was clear, and so was the decision.
- Contributing-factor analysisRoot-cause depth no other platform delivered at enterprise scale.
- Intervention workflowsAftercare didn't end at closure — outcomes measured, patterns flagged.
- Stakeholder-ready reportingThe exact data the business had been asking for, presentation-ready.
- Historic ingestionFull Navex caseload migrated — SLT briefings from day one, no cold start.
- Workday integrationLive people data flowing in, escalating risk profiles flagged early.
From case tracking to case intelligence — with the data to prove it.
Reduction in case resolution time, with structured workflows replacing manual routing and follow-up.
More actionable workforce intelligence — root cause, contributing factors and trend data surfaced to stakeholders.
Increase in business partner satisfaction, driven by the quality of data and insight the ER team could present.
Minutes — average response time from new-case notification to first action, down from 20 on the previous platform.
“Safe Workplace is the best solution we found when looking for Navex alternatives to deliver more interesting data to our stakeholders.”
Global ER teams chose CalmER over the incumbents. So can you.
See how Booking.com's ER function moved from case tracking to case intelligence — and gave business stakeholders the data-driven insight they'd been asking for.