MRHFL Closes the Experience Gap for Frontline Employees Using Leena AI Platform

The pandemic was a catalyst for workplaces everywhere to go digital, and pushed MRHFL to support distributed work while balancing privacy and operational risk. Spread across more than 730 branches, it wanted to simplify workflows with the best digital tools for every internal stakeholder — the lifeblood of a Bharat-oriented service organisation.

With the Mahindra Group driving digital transformation across its companies, MRHFL started with focus group discussions across employee cohorts. They showed the same thing: people from talukas to metros wanted to do things on the go, on their phones.

HR policies were scattered across platforms. Self-service for reimbursements, leave, payslips and compliance lived in different places. Critical communications reached people who rarely opened email.

HR recognised it needed simplified digital workflows that offer choice, flexibility and personalisation — while maximising productivity and freeing HR to act as a business partner and build a performance-driven culture.

Field employees spend most of their day outside the branch on customer visits. Anything that needed a laptop or an inbox would not reach them.

MRHFL wanted one simple, conversational interface on the smartphone that unified organisational communication and self-service.

MRHFL's goals were clear: keep employees connected through their phones with anytime, anywhere access to tools, announcements and corporate information; autonomously resolve the routine queries of frontline staff; and reduce HR's workload by removing non-value-adding activity.

Senior leadership pictured a user-friendly platform with an intuitive chat interface for people processes, powered by AI and natural language processing. The search ended with Leena AI, which translated employees' requests into specific actions.

There was a strong case to unify offline and online communication across the organisation, so that every employee — in the branch or on the road — received the same information at the same time.

Leena AI and MRHFL's HR team rolled out MyPAL in phases, to build adoption step by step. When MyPAL can't find an answer, it prompts the employee to raise a ticket and routes it to the right agent automatically.

Phase 1. With MyPAL, on-field employees get instant, consistent and accurate answers 24×7 on their phones, without HR assistance. Every policy is at their fingertips.

Phase 2. Leena AI added customised IT and accounts modules for support agents, so the fleet on the street can raise and track accounts tickets in MyPAL without juggling apps — an in-house grievance platform that combines a chatbot with a repository of announcements. Payslips became downloadable on the go, even out of office.

Phase 3. Before MyPAL, HR updated mediclaim details in Excel or the internal SSO system before uploading them to the provider's application. The integration, a big ask from the field team, put complete mediclaim information at employees' fingertips and made HR more efficient. Notifications now supplement email across devices.

Phase 4 and 5. Based on surveys and feedback, 'My Seva' lets employees log social-responsibility and volunteering hours. The knowledge management module then made enterprise knowledge quick to find for a workforce that is always on the move — taking MyPAL beyond a virtual assistant to a holistic solution.

The helpdesk dashboard shows HR leaders which tickets frontline employees raise most, how long MyPAL takes to resolve a query, which agents hold which tickets, and what gets solved or escalated.

By automating query resolution and putting every policy in one place, MRHFL improved the experience of its field employees and freed up HR. In the last six months alone:

MyPAL now does more than answer questions. Mediclaim updates that used to go through spreadsheets go straight through MyPAL, and milestone messages reach employees on birthdays and anniversaries.

Next, employees will be able to update their personal details in MyPAL once and have them flow automatically to every internal system.

Moving ahead, MRHFL is equipped to meet its business goals with unified automation that serves a diverse, geographically dispersed and engaged workforce, and keeps operations modern and seamless.