We love any opportunity to sit down with our customers and hear how business has helped connect and empower frontline workers. We got the chance to do just that with Hudson, a Dufry company, and one of the leading North American travel retailers.
At business’s Frontline Future 2021 virtual summit, Customer Success Manager, Ronni Louie sat down screen-to-screen with Dan Fordyce, Hudson’s Regional Vice President of Operations.
Click here to download the Hudson case study
Fordyce shared insights from the company’s digital enablement journey with business. Here are some of the highlights from the session.
Staying Connected with Employees Across North America
With over 1,000 store locations in airports, commuter hubs, landmarks, and tourist destinations across the United States and Canada, Hudson is one of the most well-known travel retail brands. The company operates travel convenience, specialty retail, duty-free, and food and beverage destinations, with a global brand portfolio including Dunkin’, FAO Schwarz, Coach, and more.
As the company continues to expand, staying connected with workers across North America is more important than ever. In 2018, Hudson started using business. “It certainly seemed like a great opportunity to leverage a tool such as business to really enhance our employee engagement.”– Dan Fordyce, Hudson’s Regional Vice President of Operations
The company uses business for:
Employee recognition programsSchedule sharingReal-time travel and weather alertsTraining teams on product knowledge and launchesPeer-to-peer communication and collaborationStaying up-to-date with important company initiatives and programs
An important part of the mobile collaboration tool has been creating a channel for peer-to-peer communication in addition to its location-specific channels.
“We have an Employee Voice Stream which is open to all of our employees in North America and all day long we see our employees posting things. Employees use business to share valuable information and celebrate our success together.”
Providing Better Customer Service with Product Knowledge Sharing
Hudson carries a wide variety of products, including food, beverages, books, newspapers, magazines, accessories, electronics, and more. There’s a lot of information store associates need to know.
Our internal research has shown that on average, frontline workers spend three hours a week just searching for information. With a centralized communication platform, information is immediately accessible.
business helps the company share product knowledge and product launch information, enabling employees to access information when they need it. Empowering employees with knowledge allows them to deliver stronger customer service, and turns them into “product experts,” “experience makers,” and “customer service stars.”
business creates a fully connected workforce that’s reachable in real-time at Hudson. And that’s never been more important than now, as the company recovers from the impact of the COVID-19 pandemic.
“We have leveraged business to celebrate the return of our employees to work, the reopening of many of our stores, and opening of new stores that we continued to build even throughout the pandemic,” Fordyce said. As for business and Hudson, “It’s been just an extraordinary journey since that pilot in 2018.”
Watch the replay of Hudson’s session to learn more and get exclusive access to all Frontline Future 2021 content!