PRDXN
  • services

    • Products & Apps
  • technology

    • Zendesk
    • SnapEngage
    • WordPress
  • team

  • services

    • Products & Apps
  • technology

    • Zendesk
    • SnapEngage
    • WordPress
  • team

THE CUSTOMER

Steelcase is an internationally prominent designer and builder of office furniture. With over $3 billion of annual revenue and 12,000 employees, it has evolved into a global industry leader. PRDXN has been working closely with Steelcase, primarily assisting with day-to-day operations specifically with their branding, communications, and digital/web team.

Steelcase had found that there were times when even their sizable staff was overwhelmed. They needed a partner team that could reduce the pressure quickly and routinely. We determined that PRDXN would be able to fill that need and have been working with them since mid-2017.

What They Needed

There were several, generally related to Steelcase’s upcoming complete migration from one system to another, which needed all hands on deck to meet a short deadline.

  • They had no tools or processes in place to enable an outside team such as PRDXN to assist.
  • They had been using manual workflow systems whereby they would receive content administration requests from forms and emails, assign them to the target team members, and then perform follow-ups by email.
  • A solution to help the end-users, navigate through the new website content easily.

THE SOLUTION

The first thing PRDXN did was to set-up the tools and processes to enable our team to augment and support their team.

We then recommended and helped them set up Zendesk to manage their workflow within a single platform, which allowed them to handle and delegate their tasks/assignments seamlessly.

Finally, we implemented the SnapEngage chatbot, which allowed their agents across different time zones to manage conversations with visitors and help them find their way around the website. Suddenly access to Steelcase was immediate and available virtually around the clock.

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“Great things are done by a series of small things brought together.”

Vincent Van Gogh

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The Results

Our team partnering with Steelcase in day-to-day operations allowed them to focus on and accept a more diverse set of challenges. With the assurance of outstanding quality, we were a practical extension of their team and often share their workload.

SnapEngage enables them to support their vendors, clients, and customers to find the content that they need immediately, without the time delays; frustration with back-and-forth communications; and uncertainties inherent with email.

We have an ongoing partnership with Steelcase which is primarily centered around content administration across several of their web properties. We perform as a cost-effective extension to their existing team, which manages these assets. In short, we are there when they need assistance and remain available for consultation and to suggest/implement innovative tools as they become available, rather than falling behind their competitors.