Case study - Starbucks Mexico

Key results in just 10 months

15 per cent utilization rate
13 400 employees covered nationwide
842 stores impacted
75 regional leaders engaged in promotion
Program 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 program (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.

Recognizing the growing mental health challenges both globally and in Mexico, Starbucks took a proactive approach. The organization 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 programs and comprehensive wellbeing, our approach goes beyond professional support: we work alongside HR teams to ensure benefits are accessible, understood and utilized.

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 organizational culture
Addressing different needs based on role and region.

Co-creation of the program

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 organizational 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 organization:

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 program 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 organization's strategic objectives and company values. Are you ready to transform an organization’s approach to employee wellbeing support?