Harness scaled People Ops and automated global comms across 13 countries through multiple M&As

Harness is a leading software delivery platform with teams operating across 13+ countries. As the company scaled, the People team faced growing challenges around global communication, manual processes, and workload capacity. With ChangeEngine, they’ve transformed how HR operates—automating key programs, reducing lift, and improving employee experiences worldwide.

The Challenge

With a rapidly growing global footprint, Harness’s People team encountered several key pain points:

• Heavy Manual Processes
  Repetitive communications—onboarding, recognition, wellness, performance reminders—were all handled manually, limiting the team’s ability to scale.
  
  
• Global Complexity
  Operating across 13+ countries required timely, localized communication that wasn’t feasible with disjointed tools.
  
  
• Limited Capacity for Strategic Work
  With time spent managing manual workflows, the team struggled to design and deliver consistent, engaging employee experiences.
  

“We realized we had so many manual processes, and as we continued to grow headcount, we needed a way to scale... ChangeEngine became a game changer for us.”
— Luan Lam, Chief People Officer, Harness

The Solution

Harness partnered with ChangeEngine to centralize its communications, automate workflows, and expand capacity for strategic People programs:

• Automation at Scale
  Over 1,432 automated “Moments” have been launched, with 207 actively running today. Automated workflows now cover onboarding, pre-boarding, manager coaching, recognition, DEIB, wellness, learning, holidays, performance reminders, and more.
  
  
• Global Multi-Channel Delivery
  Communications reach employees where they are:
  
  • 65% via Slack Posts
  • 22% via Work Email
  • 13% via Slack 1:1 DMs
    
    
• Content Design + AI Support
  With editable templates, hosted content assets, and AI-powered tools (Poster, FAQ, One-Pager, Banner), Harness can quickly design and deliver branded campaigns across multiple programs.
  
  
• Centralized Planning & Strategic Support
  ChangeEngine’s strategic services team collaborates directly with Harness to co-create programs, campaigns, and content, easing the burden on the internal People team.
  
  

“The functionality I love most is the set-it-and-forget-it function. We draft a message, set it, walk away—and can focus on 10 other projects while ChangeEngine automates the rest.”
— Luan Lam, Chief People Officer, Harness

The Impact

Since launching ChangeEngine, Harness has achieved significant efficiencies and engagement improvements:

• 2,050+ Hours Saved via Automation
  
• 688+ Hours Saved via Services Support
  
• 125,598 Communications Delivered
  
• 1,762 Slack Channel Posts
  
• 49,614 Slack 1:1 Messages Delivered
  
• 2,493 Link Clicks Tracked for Key Engagement Moments
  
• Open Rate Increase from 62% → 70%
  The team surpassed their engagement target over the past year.‍
• 78% Automation Maturity Achieved
  Harness has built advanced automation across all major programs, with opportunities to continue growing into predictive AI-driven personalization.