Case Study: Countdown Supermarkets achieves instant category-owner contact with Workplace from Meta

Locate and contact a specialist (category owner) in seconds

Countdown Supermarkets, New Zealand’s leading supermarket brand with 18,000 team members, struggled with store staff spending excessive time off the shop floor to find the right category specialist. To solve this, Countdown implemented a Contact Bot (built by Enablo) within Workplace from Meta (Workplace/Work Chat) so staff could quickly discover who owned each product category.

Workplace from Meta’s Work Chat hosts the Contact Bot, letting team members select a category, view a contact card and click-to-call the category owner in seconds. The change cut time spent away from customers, sped up issue resolution and increased frontline availability—turning a previously time-consuming lookup into an instant, measurable improvement for Countdown Supermarkets’ 18,000-strong workforce.

Countdown Supermarkets

Daniel Chasemore

Internal Communications Manager