Probe Group: Driving employee and customer satisfaction through CX innovation with Gemini
Using Google Workspace with Gemini, Probe Group transformed employee collaboration, achieving 60–70% cost reduction through Gemini integrations and 82% satisfaction during platform migrations.
Australia-based Probe Group is a global leader in customer experience and business process outsourcing, with a clear purpose: to consistently deliver meaningful experiences by empowering its people, driving innovation and harnessing technology.
Using Google Workspace with Gemini, Probe Group transformed employee collaboration, achieving 60–70% cost reduction through Gemini integrations and 82% satisfaction during platform migrations.
Google Workspace Results
Gemini saves the legal team 2+ hours daily on contract reviews
Estimated 60–70% cost reduction through Gemini integrations
82% employee satisfaction during major platform migrations
Productivity savings of 100+ hours per week expected from the new Gemini for Workspace use case
Probe Group has a unique philosophy that sets it apart from other customer experience (CX) and business process outsourcing (BPO) providers: treating employee experience as a critical driver of customer satisfaction. "Our employees' happiness directly translates into customer satisfaction," says Lyle Smith, head of enterprise digital at Probe CX. "We prioritize making work seamless and frictionless for our employees because we know this directly benefits our clients."
This ethos proved instrumental as Probe experienced explosive growth, scaling its workforce globally through large acquisitions. With over 10,000 staff across multiple countries and sectors, including finance, retail, and customer service, Probe required powerful, scalable solutions to support this rapid expansion.
Probe partnered with longtime Google Workspace implementation specialist Seisma Group, initially adopting Workspace to enhance collaboration. Today, the relationship continues as Probe evolves, leveraging advanced AI capabilities like Gemini to drive transformative business outcomes.
Setting a new standard for seamless collaboration
“Gemini dramatically simplified complex processes. Tasks that previously required months of dedicated development are now completed in hours. It's an enormous shift.” - Lyle Smith, Head of Enterprise Digital at Probe CX
As Probe scaled through acquisitions, integrating large teams quickly and effectively became paramount to minimizing business disruption. With its previous collaboration tools, onboarding new organizations required technical expertise, manual processes, and intensive training.
The seamless, intuitive nature of Workspace significantly reduced resistance to new tools, making integrations smoother and more effective. Since migrating to Workspace, Probe has achieved 82% employee satisfaction during major migrations due to M&A.
In the previous system, some tasks required many open applications and logins. And it was more challenging to integrate the previous tools with other third-party platforms like Workday and Okta for automated provisioning and a unified user experience.
Google Workspace became essential in addressing these needs. Effective deployment of Docs and Sheets has opened new opportunities for creative collaboration, even with new teams brought in from acquired organizations. Seamless integration of Calendar and Meet in Google Chat has further empowered teams to coordinate workflows without the use of third-party communications tools.
Automating complex workflows to save thousands of hours annually
“With Google Workspace and Gemini. We're reclaiming thousands of productive hours, significantly reducing operational costs, and elevating employee satisfaction across the business.” - Lyle Smith, Head of Enterprise Digital at Probe CX
Now with Gemini included in Workspace licenses, 60% of Probe's workforce has embedded generative AI into daily workflows to boost productivity. This adoption is driven by top-down leadership, with CEO Sanj Ahuja among the tool's heaviest users. "Our CEO is deeply engaged with Gemini," Lyle says. "His enthusiastic adoption sends a powerful message to our teams: If our leaders use it, everyone can embrace it."
The impact of Gemini is felt across the organization, particularly within Probe's legal department, where contract reviews previously demanded hours of meticulous manual analysis. Today, a custom Gemini-powered solution automatically analyzes contracts, flagging critical issues within seconds.
This has resulted in savings of three to four hours per contract and an additional two to three hours daily in administrative workflow management. Combined, this translates into more than six hours of productivity reclaimed every single day. "We're not reducing staff — we're empowering them," Lyle says. "Our team members now have more time to innovate and deliver higher-value services."
Probe also uses the Gemini side panel — an intuitive yet powerful tool Lyle describes as "game-changing but underutilized." The side panel, especially when used in Google Drive, enhances document discoverability, summarizing content and pulling contextual information effortlessly, streamlining daily tasks for employees across the organization.
"Gemini in Google Drive changes the methodology of how we search and find critical information," Lyle says. "It's become indispensable."
By automating processes and reducing third-party platform dependencies. Gemini has helped Probe reduce technical burdens by removing legacy systems, while improving operational efficiency. Looking forward, the company anticipates productivity gains of over 100 hours per week in tasks as they further embeds Gemini into operations.
"With Google Workspace with Gemini, we're reclaiming thousands of productive hours, significantly reducing operational costs, and elevating employee satisfaction across the business," Lyle says. "Tasks that previously required months of dedicated development are now completed in hours. It's an enormous shift."
Expanding capabilities: Google Vids and Workspace Flows
“Gemini in Drive changes the methodology of how we search and find critical information. It's become indispensable.” - Lyle Smith, Head of Enterprise Digital at Probe CX
Probe continues to innovate, embracing new Google Workspace features like Google Vids and Google Workspace Flows. Using Google Vids alongside Google NotebookLM, Probe efficiently creates comprehensive, specialized training content, cutting down production time from weeks to mere hours.
Google Workspace Flows further enhances Gemini's potential, allowing Probe to build automated, actionable workflows directly within the Workspace environment. "Flows empowers us to take immediate action based on AI-driven insights," Lyle says. "It transforms static AI outputs into dynamic, integrated workflows."
As Probe continues its trajectory of growth and innovation, Google Workspace remains central to its strategy. The proactive involvement in Google's alpha and beta programs positions Probe at the forefront of digital transformation and employee experience.
"We continually embrace Google's evolving ecosystem," Lyle says. "Every new tool enhances our mission to provide exceptional employee experiences — ultimately delivering unmatched customer outcomes."
Seisma has been proudly serving the IT services space since 2004, starting as a small augmentation company and evolving into a dynamic part of a larger group. As a long time Google Partner, Seisma works with organizations to modernize operations and transform how teams collaborate.
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