Case Study: Airtel achieves company-wide recognition and motivation for frontline CROs with Workplace from Meta

Share customer compliments with everyone

Airtel’s retail Customer Relationship Officers (CROs) needed a way to share everyday customer-success stories with the whole organization — personal chat platforms capped groups at ~200 people, messages moved too quickly and stories were hard to find. To address this, Airtel adopted Workplace from Meta as the platform for broader, persistent sharing.

Using Workplace from Meta, Airtel created a Pan India “Customer Feedback” group of roughly 10,000 people where CROs post live videos and images, colleagues react and comment, and leaders (including the retail CEO) can publicly recognize frontline staff. The solution extended reach from a 200-person limit to the entire retail organization, preserved and made stories discoverable, and delivered visible leadership recognition that measurably boosted motivation and field engagement across the team.

Airtel