Before: An operation with no visibility or control
Before Humand, there was no way to track inquiry volumes, and much of the operation depended on multiple disconnected channels. Institutional information reached stores manually — often through physical signage.
Employees had no way to communicate directly with HR or follow up on their requests and paperwork. For central teams, the situation was equally challenging: with no certainty that messages were reaching everyone, the operation relied on intermediaries and on information passing through the right people.
The result was delays, repeated inquiries, and processes that consumed valuable team time. As the team themselves describe it, implementing Humand started from a very concrete need: bringing order and responsiveness to the operation. In the words of Fernanda Castillo, Manager of the Employee Services Team, it was a “cry for help” to solve one of OXXO’s biggest internal challenges in employee management.
Now: A single platform for the entire operation
To address this situation, Humand became the central hub where all 150,000+ OXXO employees come together, regardless of their role or location. From store-level staff to headquarters teams, everyone now accesses the same tools from one place. With that goal in mind, OXXO began building a new operating model:
Centralized communication and knowledge. Today, communication flows directly to the entire workforce, with confidence that every message gets through. Knowledge libraries replaced scattered channels and centralized the company’s key documentation in a single space accessible to all.
Onboarding at scale. OXXO handles a significantly high hiring volume across multiple employee profiles, making it essential to have the flexibility to run multiple onboarding flows in parallel. With Humand, new employees begin their onboarding process digitally, access key information, and complete their first steps independently. Leaders can monitor progress in real time and ensure each person gets what they need to get up to speed quickly.
HR services portal and AI chatbot. The services portal centralizes more than 100 HR processes, including payroll receipts, HR letters, and major medical insurance policy inquiries. Complementing this is an AI-powered chatbot that provides instant support — with an experience so natural it achieved an 85% satisfaction rate among users.
A structural shift in how HR operates
Before Humand, resolving an inquiry or completing a process meant phone calls, messages, and in many cases, in-person visits. Today, employees handle their requests directly from the app in a matter of minutes, with HR just one tap away.
That autonomy not only improves the experience for each individual — it also frees up the HR team to focus on higher-impact initiatives. The shift goes beyond operations. Today employees have access to information and tools from a single place, which creates a stronger connection to what’s happening across the organization.
When access is clear, everything becomes simpler — and that translates into more focused teams and better customer service in every store.
Results that make a difference
Ninety percent of users activated the platform, and every month, 80% of the workforce completes at least one action in Humand. This confirms sustained adoption across the entire operation, even across a network as distributed and diverse as OXXO’s.
Today, Humand is the meeting point between people and the organization. But above all, it’s the foundation of a structural shift in the way OXXO manages the employee experience.
“If I had to sum up what Humand has meant for OXXO in one sentence, I'd say: closeness and connection for employees, and productivity for HR teams.”