Case Study: Demand Superior Workforce Communication

By Erin Harris, Integrated Solutions For Retailers magazine

Established in the 1930s, Black's offers imaging and digital products and services throughout Canada. Black's has a network of 114 stores, 1,200 employees, and is owned and operated by its parent company, Telus. Even though the imaging business has changed over the years, Black's has remained competitive in its space. Black's prides itself on keeping in constant communication with its store-level employees about tasks, product news and updates, and more. But, as Pete Scully, senior VP of sales and operations at Black's, realized, the company was contacting its employees too often. Indeed, employees found it difficult to keep up with the company's numerous weekly electronic bulletins and learning videos, which were used as tutoring tools for store-level staff. Scully needed a way to deliver important task-oriented information to the stores without inundating Black's employees.