Steelcase Case Study

Organization: Steelcase

Industry: Office Furniture

Employees: 11,300

Geography: North & South America, Europe, the Middle East, Africa, and Asia-Pacific

Overview
Steelcase is a global design and thought leader in the world of workspace design and furnishings. Along with an expansive community of brands, Steelcase designs and manufactures innovative furnishings and solutions to help people do their best work in the diverse environments where work happens.

The Challenges
Historically Steelcase’s customer service operations only focused on replacements and parts for its furniture. As their product line evolved to more complex products such as Media:Scape, the added complexity and increased volume required they migrate to a more modern and scalable CRM. Steelcase wanted to improve productivity, streamline operations, reduce costs, and better serve customers.

Solutions
Sage Solutions Consulting developed a CRM prototype that helped Steelcase secure a cost effective way to implement the key functions in SAP CRM, while avoiding the pitfalls of a costly, long-term project. Sage provided Steelcase with a comprehensive roadmap based on the Agile methodology. Sage helped identify requirements and effectively manage the process across the organization’s enterprise architecture. This included providing a detailed scope, list of work products/functionality, assumptions, constraints, timelines, hours, team structure and risk mitigation plan. Steelcase was able to effectively evolve their IT platform, advance their Customer Support globally and update how their brand operated internally and externally.