Transforming HR support from fragmented inboxes to a scalable, data-driven operation

EverBank’s HR team was managing employee support across more than ten shared Outlook inboxes, creating challenges with visibility, ownership, and consistency. As ticket volumes increased, this approach became difficult to scale.

“Deskpro has allowed us to really streamline the way that we interact with our associates.”

By implementing Deskpro alongside MeBeBot, an AI HR chatbot for internal support, EverBank centralized HR support. The team now handles approximately 400 to 420 tickets per month within a structured workflow, improving SLA adherence, reducing manual effort, and enabling better insight into demand and performance.

This shift has transformed HR support from a fragmented, reactive process into a more efficient and data-driven operation.

Bringing structure to a growing HR operation

As EverBank’s HR function expanded, so did the complexity of supporting employees across multiple teams. Queries ranging from payroll and benefits to HRIS and onboarding were being managed across more than ten shared Outlook inboxes.

While this approach worked initially, it quickly became difficult to scale.

As Ashley Derry, Senior HR Shared Services & Ops Specialist, explains: “We had over ten different Outlook inboxes, and email just became a mess. Messages get lost for the sender, they get lost for the receiver, and it’s especially challenging when you need to collaborate across teams.”

With requests spread across inboxes, there was no clear ownership of tickets, limited visibility into workloads, and no consistent way to measure performance. Collaboration often relied on forwarding emails or manually looping others in, increasing the risk of delays or missed requests. “Email just wasn’t sustainable for what we were trying to do across HR.”

To address this, EverBank implemented Deskpro as a central case management platform, alongside MeBeBot to support self-service and escalation. Employee queries now flow into a single system, allowing the team to introduce structured triage at Tier 1 and route tickets clearly to specialist teams such as Total Rewards, payroll, and HRIS. “Having everything in one place has made a huge difference in how we manage requests and work together as a team.”

Deskpro also improved internal collaboration, particularly through features like private notes. “We can have internal conversations within a case and bring in other team members without the associate seeing that. It keeps everything in one place and makes it much easier to manage.” The platform’s flexibility has also allowed the team to adapt quickly to changing business needs.

“It’s been really easy to make updates on the fly. If we need to add a new category for a big initiative, like our comp cycle, we can do that quickly and track exactly how many tickets are coming in.”

Driving efficiency, consistency, and better employee experience

With Deskpro in place, EverBank’s HR team now operates within a structured and predictable system. To manage the hundreds of tickets they receive per month, the team introduced a tier-one triage model. All incoming tickets are reviewed and acknowledged quickly, ensuring employees receive timely responses while specialist teams focus on more complex work.

“I see all of the tickets and I’m triaging them out. Even if it’s just acknowledging the request and letting the associate know when they’ll hear back, it helps us stay on top of things.”

Deskpro’s reminders and visibility have also improved SLA adherence. “With Deskpro, it’s not like email where things just get lost. You get reminders from the system, and that’s definitely helped us stay on track with our SLAs.”

At the same time, automation and reusable workflows have reduced manual effort across the team. “Snippets are probably my favourite feature. If we’re seeing a recurring issue, we can create a standard response and handle those tickets much faster.”

“We’ve set up triggers so certain tickets are automatically assigned and tagged. There are some tickets now that I don’t even have to touch before the team starts working on them.” These improvements have translated into a more consistent and positive employee experience. “We see a lot of ‘thank you for the quick response’ in our feedback. Overall, people seem really happy with the level of support they’re getting.”

From reactive support to a data-driven HR function

One of the most significant changes for EverBank has been visibility over reporting within the help desk. For the first time, the HR team can clearly understand demand, track performance, and identify trends in requests. “The metrics that we’re able to pull really tell the story of the volume we’re dealing with.”

This has enabled the team to:

• identify recurring issues
• improve knowledge resources
• allocate workload more effectively
• measure SLA performance and satisfaction

“The ticket satisfaction data has been really helpful. It’s something we just didn’t have before.” Deskpro, combined with MeBeBot, has also created a more scalable support model by blending self-service with structured escalation. “The two working hand-in-hand have been really good. We’re working towards making it much easier for associates to move from chatbot to Deskpro when they need more help.”

While reporting is still evolving, the foundation is now in place for continuous improvement. “Right now, reporting still takes manual work, but we know there’s more we can do there.” With plans to expand automation, improve reporting, and fully transition away from legacy inboxes, EverBank continues to build on this progress.

A scalable foundation for HR support

By moving away from fragmented inboxes and adopting Deskpro, EverBank has transformed HR support into a centralized, scalable, and measurable operation.

The team now operates with greater control, consistency, and visibility, enabling them to support employees more effectively while continuing to improve how HR services are delivered.