B-to-B and ROI
At Herman Miller Inc, the high profile office furniture
company, being fast is a way of business life. So when
the company decided to move the order, customization,
and fulfillment of sales support, advertising, and display
materials for its 300+ dealers to an on-line function,
it wanted the job done yesterday.
As a true B-to-B application, Media Market systematized
a straightforward business process that had grown complex
and costly due to growth and an accumulation of administrative
staffing - which meant that it offered an exceptional
ROI.
While the business process was straightforward, the
development work to establish an on-line presence was
not. Capturing and applying the appropriate embedded
knowledge required intensive involvement from Herman
Miller marketing staff and from the design team at Fuel
Interactive, one of Herman Miller's interactive design
studios.
At CQL's request, all team members, including Herman
Miller and Fuel staff, worked side by side with CQL
developers for the term of the project. That allowed
any process or content issue, as well as design or architecture
consideration, to be addressed in real-time with developers
- allowing work on the site to keep moving at all times.
Despite the ambitious timeline, the site launched on
schedule, and included security, custom order, shopping
cart, active news and information, and motion graphics
capabilities.
CQL's "roll up your sleeves" approach enabled
both a positive launch experience and on-going reliability
for Media Market, yielding high service levels for dealers
and continued savings for Herman Miller.
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