How Bailey Nelson keeps customers in sharp focus with Chrome Enterprise

If you wear glasses or contact lenses, you know that buying eyewear is challenging. Prescription glasses and contacts can be expensive, and you have to navigate through a lot of choices. At Bailey Nelson, we want to change that — we believe getting glasses should be easy and enjoyable.

Simplified IT Management Makes Opening New Stores a Breeze

Our bid to make glasses-buying enjoyable has helped our business grow quickly — from one store to 70 during the past six years. But we have to match our IT operations to that growth, or risk losing control of our infrastructure.

I've got 11 people on my head-office IT team. That might sound like a lot, but in a company rolling out new locations on an almost monthly basis, we need every person focused on strategic work — not routine device setup.

We have the process of opening stores and onboarding employees down pat. My IT team created a checklist of everything that needs to be done to get a store up and running. I want employees to have freedom to deliver excellent customer service, but I also don't want them accessing content or applications that aren't relevant to their job.

Delivering a Great In-Store Experience with Easy-to-Use Devices

We're an innovative retail business — and one that's more complicated because we're selling a clinical device. That's why we want employees to have technology that's intuitive, fast, and easy to manage remotely.

The process starts when I create a profile for an employee in G Suite. I assign a Google account to that profile, and in about 15 minutes, a new sales associate has everything they need to start serving customers.

While we work our magic in the background with Chrome Enterprise, store associates on the front lines of customer service log in and get started with their day. They don't need to think about IT — they just focus on the customer.

Real-Time Employee Collaboration on Design Docs

Google Drive isn't only useful for backing up data — although knowing we can't lose important company information is a relief. Now that we're in four countries, having a single source of truth for files and communications is critical.

In addition to Drive, we share and store important communications for staff in our intranet. Using Chrome Browser and Chromeboxes, store employees access training materials, product updates, and brand guidelines — all kept current and consistent across every market.

A Fast and Personalised Experience in Every Store

As Bailey Nelson grows, we're very aware that fast and easily managed devices and operating systems are just as important to customer service as friendly staff and quality products.

Chrome Enterprise gives us the control and simplicity to scale confidently — without adding complexity to our IT operations. Whether we're opening our 70th store or our 170th, the process is the same: fast, reliable, and built around the customer experience.

Related Topics

Productivity & Collaboration G Suite Chrome Enterprise Work Transformation