Key results in just 10 months
- 15 per cent utilisation rate
- 13 400 employees covered nationwide
- 842 stores impacted
- 75 regional leaders engaged in promotion
- Programme integration into onboarding processes
- Launch of the new corporate wellbeing umbrella: “StarBien”
Client objective
Before partnering with TELUS Health, Starbucks Mexico identified an opportunity to strengthen its employee assistance programme (EAP) with a more comprehensive and agile solution, better aligned with the evolving needs of its Human Resources team and partners.
The company wanted to take a more proactive approach to initiatives addressing the issues that mattered most to its people, with mental, physical and financial wellbeing as key pillars in supporting the individual needs of its partners and their families.
Recognising the growing mental health challenges both globally and in Mexico, Starbucks took a proactive approach. The organisation sought to strengthen support for its internal community and their families by providing preventive tools and resources designed to create a positive and sustainable impact on their overall wellbeing.
TELUS Health value proposition
A shared assessment
As partners in employee assistance programmes and comprehensive wellbeing, our approach goes beyond professional support: we work alongside HR teams to ensure benefits are accessible, understood and utilised.
Working closely with Starbucks, our account management and internal communications team provided tailored guidance and strategic support through biweekly meetings.
Together, we focused on:
- Clearly defining client expectations
- Identifying the most effective internal communication channels
- Ensuring tone and message aligned with organisational culture
- Addressing different needs based on role and region.
Co-creation of the programme
Alongside Starbucks, we created a refreshed identity that unified wellbeing benefits for partners in a clear and approachable way, elevating the EAP as part of the broader value proposition.
This was supported by a cultural activation plan designed to embed holistic wellbeing into the partner experience and organisational culture, positioning the EAP as part of a broader value proposition.
Bringing EAP visibility to the front lines
As part of the communication strategy, we developed materials that regional leaders could use to reach partners across the organisation:
- Physical kit for stores, including posters, magnets and postcards with clear service information
- Distribution at the annual convention to 75 regional leaders, who cascaded them across their stores (10–14 each)
- Integration of the EAP into onboarding videos for new hires.
From goals to results
How Starbucks benefited
Starbucks Mexico partners gained access to enhanced EAP services, including:
- Broader service coverage: In addition to psychological support, partners now have access to nutritional, financial, legal and veterinary guidance, as well as support for leaders.
- Unlimited consultations: Users can contact the programme without restrictions, 24/7.
- Follow-up support: Users can receive follow-up sessions with a specialist, helping ensure that support extends beyond the initial consultation.
- More ways to access support: Partners can now receive assistance by phone, virtually or in person, close to their home or workplace.
- Interactive experiences: Through our A+B space, partners have access to talks and workshops that complement the service throughout the workweek.
- More contact channels: Access expanded from telephone-only support to include WhatsApp and web-based channels.
- Support for families: Family members living in the partner’s household can access the same benefits at no additional cost.
What can your company learn from this case?
If your HR team is facing challenges such as:
- Underuse of key benefits
- Barriers to workforce reach
- Low awareness or weak perception of services
- High turnover, shifting schedules, dispersed teams.
By partnering with TELUS Health you can provide comprehensive, global employee support that aligns with your organisation's strategic objectives and company values. Are you ready to transform an organisation’s approach to employee wellbeing support?
See how TELUS Health can be your partner in total mental health and wellbeing
Explore our proactive, scalable solutions and empower your workforce with the resources they need to stay well and engaged.
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