Steelcase is an international designer and builder of workplace furniture. With annual revenues of over $3 billion and 12,000 employees, the business is a global industry leader. PRDXN works closely with Steelcase, assisting with day-to-day operations, branding and communications, working with the digital/web team.
What They Needed
At times, Steelcase’s people were overwhelmed. They needed a partner team that could reduce pressure quickly and routinely. In mid-2017, we demonstrated that we could do just that – and we’ve been a trusted partner ever since.
As Steelcase prepared for complete migration from one content management system (CMS) to another, several needs arose. Specifically:
- Tools and processes to enable a partner team such as PRDXN to assist
- Automated workflow systems – in the existing manual system, people would receive content administration requests via forms and emails, assign them to team members, and perform follow-ups by email
- A solution to make it easy for end users to navigate the new Steelcase website
The first thing we did was set-up the tools and processes that allowed our teams to augment and support those at Steelcase.
We then recommended – and helped set up – Zendesk. This meant we could manage Steelcase’s workflow in a single platform, allowing their teams to handle and delegate tasks and assignments seamlessly.
Finally, we implemented the SnapEngage chatbot. Now, consumer access to Steelcase customer service is immediate and available virtually around the clock, because their agents across different time zones can chat with site visitors and guide them around the website.
“Great things are done by a series of small things brought together.”
Vincent Van Gogh
By partnering with Steelcase in day-to-day operations, we enabled them to take on more – and increasingly diverse – challenges. And, by ensuring outstanding quality, we’ve become an extension of the Steelcase digital team, readily sharing its workload.
Through SnapEngage, Steelcase agents have enhanced and accelerated the way they direct vendors, clients, and customers to the content they need. Gone are frustrating back-and-forth communications and the uncertainties inherent in email.
Today, the focus of our partnership with Steelcase is on content administration across multiple web properties. We’re there whenever they need assistance and remain available for consultation. We also recommend and implement innovative new tools as they become available, keeping Steelcase ahead of its competitors.