Transcom: Proving how Google Workspace with Gemini enhances human potential

• Unified collaboration for 30,000 employees in 30 countries

• Reduced analysis for bid response times by 70% by accelerating research with NotebookLM

• Encouraged widespread adoption of Google Workspace with Gemini through focused AI literacy program

Since first implementing Workspace, every Transcom employee has used the platform to collaborate seamlessly across regions. Features like shared spaces in Google Chat simplify team communication and retain the camaraderie of in-office conversations, in a remote-first workplace. Google Docs, Sheets, and Slides support real-time and asynchronous work across regions. Google Drive keeps everything organized, and with built-in security features and access controls, employees can work in confidence that all data is secure.

Then, with the release of Google Workspace with Gemini, Transcom decided to launch a pilot program to see how AI could support its teams. "We wanted to reassure our employees that AI is here to help them, not replace them," Kujundzic Draskovic says. "We’ve kept humans at the center of our AI strategy, ensuring it’s a tool that enhances creativity, efficiency, and day-to-day problem-solving."

To help encourage adoption, Transcom set up an AI literacy program based on a "70-20-10" concept. Kujundzic Draskovic explains: "With any learning process, 10% of your knowledge comes from some kind of course, 20% comes from knowledge sharing in your community, and 70% comes from actually doing." With this in mind, every Transcom employee goes through extensive training that gives them opportunities to apply Google Workspace with Gemini to their everyday operations.

This program goes beyond theory. Transcom created a Chat space where employees, power users, and partners like Devoteam and Workspace could collaborate openly, share best practices, test new features, and swap success stories. "We don’t just show employees what Google Workspace with Gemini can do," Kujundzic Draskovic says. "We enable them to discover use cases that improve their own jobs."

Now, teams across the organization use Gems, customizable AI-powered assistants, to address specific challenges. Gems help with tasks such as summarizing resumes, preparing interview questions, accelerating customer research, and streamlining bid processes. For example, Transcom’s human resources team uses a custom Gem to upload a candidate’s CV and instantly generate tailored interview questions, saving time while ensuring precision and relevance.

For more in-depth workflows, Transcom uses NotebookLM for advanced research and document exploration. By automating data gathering and summarization, bid teams have reduced analysis phase in response times by 70%, freeing analysts to focus on strategic, creative solutions. "With Gemini, we’ve shifted time away from manual tasks and toward more thoughtful work," Kujundzic Draskovic says.

As much as Google Workspace with Gemini has supported collaboration and creativity for employees, Transcom’s customers have also benefited. AI-backed tools help agents solve problems faster, which improves the quality of customer service and ensures a more efficient support experience. Whether it’s through faster access to knowledge bases, streamlined responses during interactions, or better-prepared agents trained with AI-powered tools, customers feel the impact of Transcom’s innovation in every interaction.

"Transcom is building Customer Experience 2.0 by transforming the customer service industry," Kujundzic Draskovic says. "Google Workspace with Gemini is the foundation to that vision."

Beyond improving service delivery, Google Workspace with Gemini has fundamentally reshaped Transcom’s approach to learning and problem-solving. It’s become a tool for growth, enhancing creativity, speeding up decision-making, and enabling smarter collaboration across global teams. It provides a secure, scalable, and human-centric foundation for ongoing innovation.