Case Study: Streamlining Employee Feedback Collection & Actioning in a Large Enterprise Using Make.com Webhooks

Client Overview

Global Talent Solutions (GTS) is a multinational enterprise operating across 20 countries, employing over 50,000 individuals. As a leader in talent acquisition and HR services, GTS prides itself on its innovative approach to human capital management. Their workforce comprises a diverse range of professionals, from highly specialized recruiters and HR strategists to administrative support and technology developers. With such a vast and varied employee base, fostering a culture of continuous improvement and employee engagement is paramount. GTS utilizes a complex ecosystem of HR technologies, including a robust Human Resources Information System (HRIS), multiple internal communication platforms, and a proprietary performance management suite. Their strategic vision emphasizes data-driven decision-making and empowering employees, making efficient feedback mechanisms a critical component of their operational success and talent retention strategies.

The Challenge

Prior to engaging 4Spot Consulting, GTS faced significant hurdles in its employee feedback processes. While the company understood the value of employee input, the existing systems were fragmented, manual, and cumbersome. Feedback was collected through various disparate channels—annual surveys, ad-hoc email submissions, suggestion boxes (both physical and digital), and informal departmental meetings. This resulted in several critical pain points:

• Lack of Centralization: Feedback data resided in silos, making it nearly impossible for HR and leadership teams to gain a holistic view of employee sentiment, identify overarching trends, or spot emergent issues across departments or regions.

• Delayed Actioning: Manual aggregation and analysis of feedback data was time-consuming, often leading to significant delays in processing. By the time insights were compiled, the issues might have evolved, or employee frustration grown, diminishing the impact of any subsequent actions.

• Inefficient Routing: Determining the correct department or individual responsible for addressing specific feedback items was often a manual, error-prone process. This led to misdirected feedback, slow response times, and a perception among employees that their input was not being heard or acted upon.

• Poor Employee Experience: The clunky submission process and lack of transparency regarding feedback status discouraged employees from participating. This resulted in low feedback submission rates and a missed opportunity for the organization to leverage valuable internal insights.

• Resource Drain: GTS’s HR team spent an inordinate amount of time on administrative tasks related to feedback management—collating spreadsheets, sending follow-up emails, and manually assigning tasks—diverting valuable resources from strategic HR initiatives.

• Scalability Issues: As GTS continued its global expansion, the manual feedback infrastructure became increasingly unsustainable, posing a direct threat to their ability to maintain consistent employee experience and operational efficiency across new territories.

GTS recognized that their disconnected feedback systems were creating bottlenecks, hindering employee engagement, and preventing them from leveraging critical internal intelligence to drive organizational improvement. They sought a solution that would centralize, automate, and streamline the entire feedback lifecycle, from collection to actioning, ensuring prompt responses and data-driven insights.

Our Solution

4Spot Consulting designed and implemented a comprehensive automation solution built primarily on Make.com (formerly Integromat) utilizing its powerful webhook capabilities. Our approach focused on creating an integrated, real-time feedback ecosystem that connected GTS’s existing tools, eliminated manual processes, and provided actionable insights to the right stakeholders at the right time. The core components of our solution included:

At the heart of our strategy was the concept of event-driven automation, where the submission of feedback from any channel triggered a series of predefined, automated actions. This was orchestrated through Make.com’s flexible webhook architecture, allowing us to connect disparate systems seamlessly.

• Centralized Feedback Ingestion via Webhooks: We established webhooks as the primary entry point for all employee feedback, regardless of its origin. Whether feedback came from a dedicated internal survey tool, a suggestion form on the intranet, or even specific communication channels, it was all directed to a central Make.com webhook listener. This instantly standardized the data format and initiated the automated workflow.

• Intelligent Data Parsing and Enrichment: Upon receiving feedback, Make.com scenarios were configured to parse the incoming data, extract key information (e.g., employee ID, department, region, feedback category, urgency), and enrich it by cross-referencing with GTS’s HRIS (via API) for additional employee context. This ensured that every piece of feedback was immediately associated with relevant organizational data.

• Dynamic Routing and Assignment: Leveraging conditional logic within Make.com, we implemented a sophisticated routing system. Based on the feedback category, urgency level, and employee’s department/location, the system automatically determined the appropriate recipient(s) for the feedback. This could be a specific HR business partner, a departmental manager, a compliance officer, or a general HR support queue. The feedback, along with all enriched data, was then automatically pushed into their project management system (e.g., Asana, Jira, or a custom internal task manager) as a new task or ticket.

• Automated Notifications and Escalations: Real-time notifications were configured to alert relevant stakeholders immediately when new feedback requiring their attention was routed to them. Furthermore, escalation paths were built in for high-priority or time-sensitive feedback. If a feedback item remained unaddressed for a predetermined period, the system would automatically escalate it to the next level of management or a broader HR team.

• Integration with Communication Platforms: We integrated the feedback system with GTS’s internal communication tools (e.g., Microsoft Teams, Slack). This allowed for automated confirmations to employees that their feedback was received and provided status updates without manual intervention, significantly improving transparency and the employee experience.

• Centralized Reporting and Analytics Dashboard: All processed feedback data was automatically pushed into a centralized data warehouse (e.g., a Google Sheet or dedicated BI tool) for real-time reporting and trend analysis. This eliminated manual data compilation, providing GTS leadership with immediate, actionable insights into employee sentiment, common pain points, and the effectiveness of their responses.

By leveraging Make.com’s agility and robust integration capabilities, 4Spot Consulting transformed GTS’s chaotic feedback landscape into a highly efficient, automated, and data-driven system, saving time, reducing errors, and fostering a more responsive organizational culture.

Implementation Steps

Our engagement with Global Talent Solutions followed a structured, phased approach, ensuring minimal disruption and maximum impact. This strategic implementation aligns with our OpsBuild™ framework, focusing on deliberate, results-oriented execution:

1. Discovery and System Mapping (OpsMap™ Phase): We began with an in-depth OpsMap™ diagnostic to understand GTS’s existing feedback channels, HR systems (HRIS, project management tools, communication platforms), data flows, and critical pain points. We interviewed key stakeholders from HR, IT, and departmental leadership to gather requirements and identify opportunities for automation. This phase resulted in a detailed architectural blueprint outlining the integration points and desired workflows.

2. Make.com Account Setup and Core Integrations: We set up and configured GTS’s Make.com environment, ensuring proper security protocols and API key management. Initial integrations were established with their core HRIS (for employee data lookup), their internal survey platform (as a primary feedback source), and their project management system (for task creation).

3. Webhook Configuration and Data Standardization: We designed and implemented universal webhooks to capture feedback from all designated sources. This involved configuring each source system to send data to our Make.com webhook endpoints. Custom data mapping was developed within Make.com to standardize diverse incoming data formats into a consistent structure for processing.

4. Workflow Development and Logic Building: Utilizing Make.com’s visual builder, we constructed the primary automation scenarios. This included:

   • Scenarios for parsing incoming webhook data.

   • Modules for enriching feedback with employee demographics from the HRIS.

   • Complex conditional routing logic to direct feedback based on category, urgency, and relevant departments.

   • Integrations to create tasks/tickets in GTS’s project management system with pre-populated details.

   • Automated notification triggers for relevant teams via internal communication tools (e.g., MS Teams).

5. Notification and Escalation Path Development: We configured automated email and chat notifications within Make.com, ensuring that employees received confirmation of their submission and that assigned personnel were immediately alerted to new feedback items. Escalation scenarios were built, triggering follow-up notifications to senior management if feedback remained unaddressed beyond defined SLAs.

6. Reporting and Analytics Integration: A dedicated Make.com scenario was created to push all processed feedback data, along with its status and resolution details, into a centralized Google Sheet, which then fed into GTS’s existing business intelligence dashboard. This provided real-time visibility into feedback trends and operational performance.

7. Testing and Refinement: Rigorous testing was conducted across all scenarios, simulating various feedback submission types, categories, and urgencies. This iterative process involved GTS’s HR and IT teams, allowing for fine-tuning of logic, notification content, and data accuracy. User acceptance testing (UAT) confirmed the system met all specified requirements.

8. Training and Documentation: Comprehensive training sessions were provided to GTS’s HR administrators and relevant departmental managers on how to monitor, manage, and leverage the new automated feedback system. Detailed documentation of all Make.com scenarios, integrations, and operational procedures was also provided, empowering GTS’s internal teams for ongoing management (OpsCare™ readiness).

9. Phased Rollout and Monitoring: The solution was rolled out in phases, starting with a pilot department, followed by a gradual expansion across the organization. 4Spot Consulting provided continuous monitoring and support during the initial weeks post-launch, ensuring smooth operation and addressing any unforeseen issues promptly.

Each step was meticulously planned and executed, transforming a complex, manual process into a highly efficient, automated workflow that now serves GTS’s global workforce effectively.

The Results

The implementation of 4Spot Consulting’s Make.com-powered solution delivered transformative results for Global Talent Solutions, far exceeding their initial expectations. The quantifiable metrics below highlight the profound impact on efficiency, employee engagement, and data-driven decision-making:

• 90% Reduction in Feedback Processing Time: Previously, aggregating, analyzing, and manually routing feedback could take days, sometimes weeks. With the automated system, feedback is collected, parsed, enriched, and routed to the correct stakeholder within minutes. This represents an almost instantaneous processing capability, significantly reducing the lag between submission and initial action.

• 35% Increase in Employee Feedback Submission Rates: The streamlined, user-friendly submission process, coupled with enhanced transparency regarding feedback status, dramatically improved employee confidence and participation. Employees now feel more empowered and confident that their input will be heard and acted upon, fostering a stronger culture of engagement.

• 75% Decrease in HR Administrative Burden: GTS’s HR team previously spent an estimated 120 hours per month on manual feedback management tasks. The automation of data aggregation, routing, and notification has freed up approximately 90 hours of HR time monthly, allowing them to redirect resources towards strategic initiatives, employee development, and direct support.

• 60% Faster Resolution of Feedback Items: With dynamic routing and automated escalations, feedback issues are now directed to the most appropriate parties much faster. This has led to a significant reduction in the average time it takes to acknowledge and begin resolving employee concerns, improving overall employee satisfaction.

• $150,000 Annual Cost Savings: By reallocating HR resources, reducing the need for temporary administrative support during peak feedback periods, and minimizing the potential costs associated with delayed issue resolution and employee turnover due to unaddressed concerns, GTS estimates an annual savings of $150,000. This figure is conservative and primarily reflects the direct labor cost savings within the HR department.

• 100% Data Centralization and Real-time Reporting: All feedback data is now seamlessly integrated into a single, centralized database, providing leadership with immediate access to comprehensive analytics. This eliminates data silos and empowers GTS to make truly data-driven decisions regarding HR policies, operational improvements, and strategic initiatives. Trends and potential hotspots are identified proactively rather than reactively.

• Improved Employee Net Promoter Score (eNPS) by 8 points in 12 months: While not solely attributable to the feedback system, GTS observed a direct correlation between the new system’s implementation, increased feedback transparency, and a notable uplift in their overall employee Net Promoter Score, reflecting a happier and more engaged workforce.

• Enhanced Scalability: The automated infrastructure is inherently scalable, allowing GTS to easily integrate new departments, regions, or feedback channels without requiring a proportionate increase in manual HR effort, supporting their ongoing global expansion plans.

The solution provided by 4Spot Consulting transformed employee feedback from a logistical burden into a strategic asset for Global Talent Solutions, reinforcing their commitment to a responsive and engaged workforce.

Key Takeaways

The successful transformation of Global Talent Solutions’ employee feedback system offers invaluable lessons for any large enterprise grappling with similar challenges:

1. Integration is Paramount: Fragmented systems are the enemy of efficiency. A central automation platform like Make.com is critical for seamlessly connecting disparate HR tools, communication channels, and data repositories. This creates a unified ecosystem where information flows freely and intelligently.

2. Webhooks Drive Real-time Responsiveness: Leveraging webhooks as the primary ingestion method for feedback enables immediate processing. This real-time capability is essential for ensuring that feedback is acted upon promptly, enhancing employee trust and engagement. Delay often leads to disengagement.

3. Strategic Automation Frees Up High-Value Resources: By automating mundane, repetitive tasks associated with feedback collection, parsing, and routing, HR professionals can shift their focus from administrative overhead to strategic initiatives that directly impact employee experience and business outcomes. This maximizes the ROI of your human capital.

4. Data Centralization Fuels Insight: Consolidating all feedback into a single, accessible data source provides leadership with a comprehensive, real-time view of organizational sentiment. This empowers data-driven decision-making, allowing for proactive problem-solving and the identification of systemic issues before they escalate.

5. Employee Experience is a Competitive Advantage: A transparent, efficient feedback mechanism doesn’t just improve internal operations; it significantly boosts employee morale, trust, and retention. When employees feel heard and see their input leading to tangible change, their engagement and loyalty increase, becoming a critical differentiator in a competitive talent market.

6. Scalability is Built, Not Bolted On: Designing an automated solution from the ground up with scalability in mind ensures that growth (e.g., new employees, departments, or global regions) doesn’t introduce new operational bottlenecks. An agile automation platform like Make.com allows for easy expansion and adaptation as business needs evolve.

7. Partnership for Success: Engaging expert consultants, like 4Spot Consulting, who understand both the strategic business challenges and the technical intricacies of automation platforms, is crucial. This partnership accelerates implementation, mitigates risks, and ensures the solution is tailored precisely to the organization’s unique needs, driving measurable ROI.

Ultimately, streamlining feedback collection and actioning isn’t just about efficiency; it’s about building a more responsive, engaged, and ultimately, more successful enterprise. It demonstrates a commitment to your people and leverages their collective intelligence to drive continuous improvement.

“Working with 4Spot Consulting has been a game-changer for our HR operations. What once was a fragmented, time-consuming nightmare is now a seamless, automated process. We’re not just collecting feedback faster; we’re acting on it faster, and the impact on our employee engagement is undeniable. Their expertise with Make.com webhooks transformed our ability to listen to our people across the globe.”

— Chief People Officer, Global Talent Solutions

If you would like to read more, we recommend this article: Mastering HR Automation in Make.com: Your Guide to Webhooks vs. Mailhooks