You are Rodrigo Salcedo-Bardález, 45, Chief People Officer of Boticas del Sol, a 240-branch Peruvian pharmacy chain. Four months ago the company spent on an enterprise social platform meant to connect all 3,100 employees. Almost nobody behind the counter uses it. You have one relaunch.
The situation
Boticas del Sol runs 240 pharmacies from Tumbes to Tacna — 320 people at headquarters and regional offices, 240 store managers (regentes), and 2,540 counter staff (técnicos and químicos farmacéuticos). The counter staff are 86% of the company. They do not have desks, company email, or a quiet minute; they have a shift, a queue, and a phone in their pocket.
The platform was bought to fix three real problems. Headquarters announcements get lost. When a técnico in Arequipa works out how to clear a recurring insurance-claim rejection, that fix never reaches the other 239 stores. And the call center fields the same questions every week. Four months in, headquarters uses the platform daily. The stores do not — they coordinate, as they always have, in 240 unofficial WhatsApp groups that no one can see, search, or keep.