From reporting case volumes to reporting insight
Booking.com's ER team was data-rich in volume but insight-poor where it mattered. CalmER closed the gap.
faster intake — from ~20 minutes to ~4
case resolution time
of qualifying cases have built-in aftercare workflows with analytics
“CalmER gave us the case intelligence to change the conversation with our stakeholders — and that's exactly what justified expanding the budget to bring it in.”
Laurianne Toribe · Global ER Manager, Booking.comA gap between what stakeholders needed and what the team could show
Booking.com's global ER function manages everything from whistleblowing to formal grievances, for a business that increasingly expected data-driven insight, not just case closure. Other enterprise ER platforms were evaluated; none offered the depth of contributing-factor analysis, intervention workflows or stakeholder-ready reporting the function needed.
Case, intelligence and intervention — built in, not bolted on
The team described what its global ER function was accountable for, and CalmER stood up the layer to match — root-cause and contributing-factor analysis built in. Structured intervention workflows meant cases no longer ended at closure: aftercare monitoring tracked whether interventions worked, flagging repeat patterns before they escalated.
CalmER ingested the full historic caseload from the previous platform — no cold start — and a live Workday integration pulled people data in so escalating risk could be flagged before it became a crisis.
Closing the loop between people risk and operations
A bi-directional ServiceNow integration is in progress, connecting ER case data to IT and HR service-management workflows, and CalmER's Employee Reporting is expanding across devices — reinforcing a speak-up culture at scale.
Sector: Technology — global technology, distributed ER team. See how Safe Workplace is used across this sector.
See it on your world.
Book a demo and we'll show you CalmER against a scenario from your organisation.
- Policies drafted, in date, and proven read by every member of staff
- Incidents actioned, with learning documented — not just logged
- Audits, risk and training connected, findings tracked to closure
- A one-click evidence pack for every one of the five key questions