Case Study: FamilyMart achieves connected frontline-to-head-office communication and improved customer experience with Workplace from Meta

How FamilyMart is using Workplace to connect frontline staff with head office

FamilyMart, which operates over 1,000 retail stores across Thailand, struggled with disconnected frontline teams and a 2–3 week delay in getting time-sensitive feedback from stores to head office. To close the gap and improve the customer experience, FamilyMart deployed Workplace from Meta as its communication platform.

Workplace from Meta was rolled out across branches using Workplace Chat, groups, Live Video and bots (such as Som Sri and Mee Suk) to share files, photos and broadcast updates, effectively making stores and head office operate "as the same office." The platform cut communication lag from weeks to near real-time, increased operational accuracy and consistency (for example in product displays and sales reporting), and sped collaboration and decision-making—improving employee engagement and the customer experience.

FamilyMart

Akarin Phureesitr

Head of Corporate Learning & Development