Modernization and digitalization of benefits: the change that transformed the experience of more than 18,000 employees
With a workforce of more than 18,600 people in the retail sector, LEROY MERLIN Spain needed to break out of the stagnation in its profit plan.
With a workforce of more than 18,600 people in the retail sector, LEROY MERLIN España faced a double challenge: on the one hand, they needed to to get out of the deadlock in which its benefits plan was stuck after years of no evolution with one of the main suppliers in the market; on the other hand, they had to managing a change of provider which always generates uncertainty among employees.
As Marta Vicente, Compensation and Benefits Specialist explains: «After many years with the same provider, we noticed that internal management had stagnated. We were looking to solve the lack of innovation and, above all, the need for closer, more proactive and efficient support.».
The challenge was not just to switch providers, but to completely transform the employee experience with their Restaurant, Transportation, and Childcare benefits, achieving rapid and frictionless adoption within a workforce already accustomed to another platform.
Edenred designed a solution for LEROY MERLIN that went far beyond a simple change of provider. The approach was based on three pillars:
Edenred proposed a Flexible Remuneration package adapted to the real needs of the workforce:
This hybrid model allowed the experience to be modernized without sacrificing the practicality that employees valued.
The implementation was carried out in a coordinated manner between LEROY MERLIN and Edenred:
As Marta Vicente highlights: «The success was achieved thanks to the involvement of Edenred, which provided us with all the necessary facilities and support to ensure that the adaptation was a success.» The Edenred team «accompanied us during the presentation and informed the staff live about the functioning of the new digital tools and the advantages of the platform. This direct collaboration was fundamental to dispel doubts and ensure the success of the launch».
Beyond the implementation, Edenred established a model of close and agile service, with a dedicated team that resolves incidents immediately and proactively.
The quality of Edenred’s customer service is a differentiating factor, with more than 85% of cases being resolved on the first call, ensuring quick and efficient responses to any incident.
The transformation driven by Edenred generated tangible results in different areas:
The most significant fact: So far this year, LEROY MERLIN It has registered higher sales and hiring of Ticket Restaurant employees than in the entire previous year combined.
Marta Vicente summarizes it as follows: «The true return on investment is reflected in the success of adoption by the workforce (…) This shows us that the change of provider and the modernization of the tools have sparked real interest among employees, maximizing the value of our compensation plan.».
Edenred's digital solutions They have transformed the daily experience of employees. «Details like carrying the transport card on the mobile phone or paying for childcare directly by bank transfer have been very well received,» explains the specialist.
Edenred's digital platform has enabled employees to manage their benefits with total agility, from anywhere and at any time.
The change has had a direct impact on how employees perceive the the company's commitment to its well-being. «Seeing that the company is concerned about modernizing its benefits and making day-to-day life more comfortable has made the staff value the plan much more and feel more supported.
Although at first the change generated natural doubts, «when we saw the benefits that Edenred offers, the perception completely changed», achieving improvements in both team satisfaction and commitment.
The difference with previous experience is notable. «Before working with Edenred, we came from a stage with another provider where the benefits plan did not evolve, we were not offered new things, and we missed having closer support; but now, with the change, we have activated digitalization through tools such as the digital mobility card or direct transfers to childcare centers, in addition to having a team that truly supports us, even in person.».
The experience with Edenred's sales and customer service team has been key: «The experience with the Edenred teams has been very good and positive because they demonstrate constant availability and great proactivity to resolve incidents in an agile manner.».
Marta Vicente highlights in particular: «In our particular case, the support from Idoya Jordán is key because she is a fantastic professional who always helps and guides us in everything we need, making communication with the provider smooth, efficient and completely trustworthy».
The contrast is evident: from a stagnating plan without evolution to a modern and digital solution; from remote support to a proactive, in-person accompaniment; from stable adoption to exceeding last year's figures.
The result: «a much more satisfied and participatory workforce», This is reflected in the fact that we have already surpassed last year's number of applications.».
The decision by LEROY MERLIN was based on three differentiating factors of Edenred:
As Marta Vicente states: «The Edenred proposal combined that brand’s solvency with the innovative tools and support that our company needed».
«Yes, we would recommend Edenred to other companies without any doubt, mainly because they are a provider that really supports you Throughout the entire onboarding and management process, demonstrating that they don't leave you alone after signing the contract. Moreover, the service is good, the digital tools work with total agility, and the peace of mind knowing that they respond quickly to any questions makes managing the benefits of the workforce much simpler and more efficient.».
Marta Vicente
Compensation and Benefits Specialist at LEROY MERLIN Spain
