Case Study: IIFL (India Infoline) achieves real-time frontline feedback and faster issue resolution with Workplace from Meta

Share real-time feedback from branches to operations/product teams

IIFL faced a common problem: frontline branch staff had no direct, real‑time way to send customer feedback to back‑end operations and product teams, which delayed fixes and hurt customer experience. To solve this, IIFL adopted Workplace from Meta, using open Workplace groups so branch employees — many of whom lacked corporate email — could post issues and updates directly.

Workplace from Meta enabled organized, threaded conversations where teams could comment, react with “me too” to indicate scale, and pin instructions, creating a much faster feedback loop. The change connected over 12,000 IIFL employees across 1,150+ branches, brought email‑less frontline staff into corporate communications for the first time, and dramatically reduced the time to identify and resolve product and process issues.

IIFL