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10% reduction in absence costs within 12 months
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15,000 hours returned to frontline services
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52% of sickness case actions now self-served digitally by managers
Starbucks UK has transformed its approach to employee relations (ER) and achieved a 10% reduction in absence costs after rolling out AdviserPlus’ empower® self-service platform across its UK operation. New ways of working, which resulted in the equivalent of 15,000 employee hours returned to the front line, introduced a proactive approach to absence and probation management, delivering a measurable ROI and improving manager capability in just 12 months.
The solution introduced digital guided journeys for line managers managing people matters, actionable data insights for HR, and a dedicated, culturally-aligned advice line, giving managers the tools and confidence to self-serve everyday ER matters. As a result, 52% of sickness absence case actions are now managed digitally by line managers through empower®, reducing escalations to HR and enabling HR and district managers to focus on operational excellence and strategic priorities.
Oliver Downes, Customer Success Director at AdviserPlus, said: “Delivering exceptional customer experiences starts with empowering the leaders on the frontline, in every store. This partnership shows how HR transformation can directly improve performance and deliver a clear ROI, with operational savings exceeding initial investment within the first year. By equipping managers with the right tools and guidance, Starbucks UK has delivered measurable cost savings, stronger leadership capability and a future-ready approach to people management.”
With empower®, HR professionals have access to real-time insights, supporting predictive planning, targeted interventions and improved training effectiveness. Meanwhile, a standardised, tech-enabled approach to probation and performance management has strengthened manager confidence in onboarding and enabled earlier intervention in cases of underperformance.
Irine Katsiashvili, Senior HR Business Partner at Starbucks UK, said:
“Empowering our managers with guided journeys has been a huge win for us. It has really boosted managers’ leadership, helped us cut absence rates by an incredible 10% in just one year, and freed up our HRBPs and district managers to focus on strategic priorities. What’s been especially impressive is the seamless integration and cultural alignment of the external advisers. For a company like ours, where our values are everything, that cultural fit is invaluable. The results really do speak for themselves.”
A Starbucks UK manager added:
“This is my first time using empower®. You’ve made it so easy for me to understand. It’s amazing, thank you.”
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About AdviserPlus
AdviserPlus optimises the management of employee relations processes for HR, line managers and employees by combining cloud technology, data insight and expert guidance.
Through AdviserPlus’ case management technology and people support, the business helps line managers to feel confident and capable when dealing with employee relations issues without introducing risk to the business. It empowers leaders, engages people and drives efficiency.
Employee relations transformation helps HR to be viewed as a strategic partner, bringing labour savings through digitalisation of processes or reduction in absenteeism costs with MI and analytics, impacting the bottom line and delivering people performance improvements.
AdviserPlus is part of the Empowering People Group. Through its four dedicated businesses, AdviserPlus, Working Transitions, Halborns and Learning Nexus, its passion is to drive business performance through people performance.
About Starbucks
Starbucks opened in 1971 with a mission to “inspire and nurture the human spirit – one person, one cup, and one neighbourhood at a time.” While coffee is at its core, the Starbucks experience has always been about more than the beverage; it’s about connection and community.
A key to its success is the creation of a welcoming “third place” between home and work. From store design and personalised service to local engagement, every element creates warmth, belonging, and meaningful interaction. With each cup, conversation, and community touchpoint, Starbucks celebrates the limitless potential of human connection.
