Makro’s first months with Múza

Onboarding 3,383 people, creating dozens of onboarding materials, and seeing it all through Makro's eyes.

"Múza caught our eye immediately. It is innovative and different from all competing systems." — Andrea Lopatová, Senior Compensation & Benefits Manager

What does deploying a brand-new system for over 3,300 employees actually look like? Are people open to change, or do they resist it? And what did we learn for future implementations?

What’s next?

We’re not stopping. We have plenty of news coming up for you.

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From our perspective

Makro is the first major client to switch to our new benefit system, Múza

This transition was preceded by years of development, testing with HR and users, and success in a competitive tender. Four Benefit Plus teams across the company—Product, ACM, Customer Support, and Marketing—were primarily involved in onboarding these 3,383 people. Here is their perspective and the hard data.

onboarded users

dozens of onboarding materials

helpline inquiries

of transactions in the first month

We were prepared for a flood of questions. In the end, only 90 came in

People were used to a completely different system. Múza represents a major leap forward in the world of benefits. With new payment methods, fund transfers, and 3,383 people across various positions, the potential for confusion was high.However, our support line handled a mere 90 inquiries. Thanks to the intuitive interface and instructional materials, people managed everything on their own.

"On D-Day, thousands of onboarding emails were sent out, and several departments were on standby at the helpline. We believe in Múza, but we wanted to do our absolute best. In the end, we received only 90 inquiries over the entire three months."

Michaela Beranová

Múza Onboarding Manager

"It confirmed that Múza is genuinely intuitive and simple for employees to use, which is great. And this applies to everyone—from top management to warehouse staff."

Kateřina Krajčová

Senior IT Project Manager

The view from those who matter most – Makro employees

What do the employees say?

Employee

Makro

"I like the wide range of activities and the flexibility to use benefits for wellness, culture, or sports. I also love that it can be used on Booking.com."

Employee

Makro

"Every merchant has a description of how to redeem the benefit, so I don't have to worry about not knowing how to pay. Thanks to MúzaPay on my mobile, I can easily transfer money to a virtual card exactly when I need it."

Employee

Makro

"Compared to the previous way of using benefits, everything is faster, clearer, and accessible in just a few clicks. The MúzaPay app is well-organized, and payments are smooth and secure."

The HR Perspective

Múza was created with a strong focus on the work of HR specialists

It is faster, clearer, and simpler. The MúzaIn web application brings efficient management of internal benefits and workflows, such as meal vouchers, financial benefits, and answering employee inquiries.

What we learned (and what we recommend to you)

Don't fear change

Over 3,300 people successfully transitioned to the new system. It turns out that fears of rejection are often unfounded. Employees appreciate the upgrade.

Onboarding must be comprehensive

A large client deserves an onboarding process that covers all areas—technical, content-related, and human.

Communicate like your employees

Work with different types of content—both online and offline—exactly the way your employees are used to consuming information.

Take time to prepare

Onboarding a large client always requires dedicated time from the provider's team—the more unique the project, the more time is needed.