You need to be able to communicate with all your employees, including your non-desk workers. Yet many companies struggle to do so.
You need to be able to reach all your employees and give them the right information for their particular job roles.
So then, how can you both communicate with all employees but make sure to target information to the specific recipients?
Maxi Zoo had this exact pain before they implemented their customized Relesys platform. Their platform now enables them to structure their communication flows and target the right people. This has resulted in increased engagement and sales, as well as a more consistent level of quality.
Before
Unstructured information
When we first met Maxi Zoo, they were struggling with how to communicate with all their employees and stores and give them enough information.
Massive amounts of information flowed into the stores, but these were completely unstructured, resulting in information overload for most employees. They used intranets, phone calls, emails, and even Post-it notes.
As this information wasn’t targeted, important materials such as campaigns, news, and onboarding training often didn’t reach the employees on the floor. They were only accessible on printed paper and bulletin boards in the back office.
The circulation of important information depended on the individual store manager, meaning it rested on their own skills and ability to communicate with the rest of the store staff. This meant that Maxi Zoo couldn’t guarantee the same level of quality across all its stores, causing a large variation in customer service.
Maxi Zoo also noticed that this communication impacted the employees’ ability to execute sales as they weren’t current with the latest news, campaigns, and products.
As Maxi Zoo was rapidly expanding, Bo Demant, its Country Manager, realized they needed to structure their communication and solve this problem as soon as possible.
To Bo Demant, the CEO at Maxi Zoo, it was crystal clear. They needed to solve this.
The solution
Benefits of a one-point-of-contact platform
Bo Demant states that he completely trusts his employees and that everyone wants to deliver 5-star customer service. But they can only do so if they can access the right tools. He explains:
I truly believe that my employees want to do as good a job as possible.
Bo Demant
CEO
With their communication platform, all employees can easily access a tool that structures their communication flows and makes information accessible to everyone. In addition, all employees can have the app on their own mobile phones.
As a result, all internal communication is no longer dependent on the individual store manager, and Maxi Zoo can ensure the same level of quality across all their stores. Not only is the information accessible on a mobile phone, but Maxi Zoo ensures all content is 100% relevant and current.
Bo Demant sees their platform as an investment in both Maxi Zoo’s employees and the business as a whole.
It’s hard for us to see any downside.
Bo Demant
CEO
The results speak for themselves. After implementing the app, Maxi Zoo has experienced:
- The fluctuation rate has gone down
- Quality has increased
- Sales have increased
The result
Engaged and confident employees
Bo Demant wants Maxi Zoo’s employees to be 100% focused on the customers at all times. It’s important to him that all employees feel confident when approaching a customer and can provide the best possible service.
He also notes that the app's training module has helped all non-desk workers feel equipped for their work tasks and gain more product knowledge.
Katja, a Store Manager at Maxi Zoo, indicates that the app has had a tremendous impact on employees.
Every part-timer I have is thrilled about the app.
Katja
Store Manager
All employees, regardless of their department and role or whether they are part-time or full-time, are always informed. They are updated instantly about monthly campaigns and product information and can contact anyone in the company via the phone book to start a chat.
This provides a time-efficient solution for instant communication company-wide. It’s easy to message between stores and with HQ to get a quick response. As many don’t have access to email, it’s the perfect solution to address this communication gap.
The app has fostered a community feel, with many employees creating chat groups for their teams and districts and social walls for each department and the entire company.
This means everyone can know what’s happening in other stores or at HQ and that, despite the distance or location difference, everyone feels part of the Maxi Zoo family.
Maxi Zoo’s employees feel it’s now easier at work because they’re updated on what’s going on in-store. With their all-in-one platform, they have gathered all their communications in one place, which has helped all employees focus on providing the best customer service.
It’s the perfect tool for us to use. It’s essential; we can’t live without it.
Katrine Jensen
Sales Coordinator
