Dick Smith masters operational communications with Google Apps and Drive

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Editor’s note: A few weeks ago, we announced Google Drive for Work, a new premium offering for businesses that includes unlimited storage, advanced audit reporting and new security controls. To celebrate the announcement and show how Drive helps businesses around the world, we’re sharing a few stories from a handful of customers using Drive (and the rest of the Google Apps suite) in innovative ways. Today’s guest blogger is Daniel Chiha, Communications Specialist (Operations) at Dick Smith, an electronics retailer in Australia and New Zealand.

The Retail Operations team at Dick Smith moved to Google Apps just over a year ago to improve the communication and coordination between our 3,000 or so staff in 376 stores across Australia and New Zealand. Since then, we’ve seen some pretty dramatic improvements and efficiencies in the way we get information out to our staff, thanks to Google Drive and Google Sites.

Our workforce is very mobile. Not only do we have a fleet of 23 Area Managers who spend their time between multiple stores, but our 3,000 in-store staff spend most of their time on the floor with customers. Our team depends on a steady stream of updates and materials throughout the week — from new product guides, promotional activities, upcoming launches through to employee safety processes — so it’s not only important that people see the updates meant for them, but that we’re able to track the critical messages for compliance.
Before moving to Google Apps, it took up to 24 hours to get these messages out to everyone through a series of phone hook ups, faxes, emails and a document delivery system that polled nightly. This was especially challenging when dealing with issues like product callbacks or promotions, where it’s essential for the team to move fast in order to avoid potential problems and ensure that new offers are immediately available to customers.

Now, with Google Drive and Google Sites, we’re able to provide thousands of employees with a bird’s-eye view of important updates and key documents across the company. That way, if we need to get an urgent message out or a new employee needs access to a how-to guidebook, there’s just one place they need to look — and we can get everything listed or posted quickly and effectively. We create a master site with sections for each team, with links to Drive folders that house everything from planograms and promotion details to instructional guidebooks and tickets. Area Managers can then access both the site and the files from their tablets or phones on the go, and our sales staff can see updates from their own devices or the store computers.

We’ve also built a new system with Forms and Sheets to streamline operational communications. Instead of relying on complex email trails and lots of phone calls, employees now submit their sign-offs in a single Form. Responses are captured in a shared Sheet that the Operations team uses to track feedback and responses in real-time.

Google Apps helped us think outside the square and create a unified and integrated communications platform that can be accessed instantly on any device. But more importantly, it ensures that our store teams have immediate access to the latest information, which in turn provides our customers with a better experience in store.


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About Author

Colin Cooper is the CEO of Boost Your Business, the leader in marketing and business development for both large and small scale businesses. As one of the most innovative marketing specialists for over a decade, Colin and his team of business and online experts collate their years of know-how and experiences with the Boost Your Business: Body Armour for Business, an online magazine created to provide a holistic resource avenue for everything business, health, and wellness.

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