Personalised presentations created within five minutes of a customer’s request.

 

OfficeMax has introduced a new digital showroom platform that enables its sales force to deliver “more relevant content and guidance to inform customers’ purchasing decisions”.

 

Customer service firm Seismic has enabled a “customer experience revolution” for OfficeMax’s New Zealand’s sales team, with the implementation of ‘Seismic Enablement Cloud’, a platform that delivers comprehensive digital assets and resources. 

 

“We’re far more than just stationery, but some of our customers are unaware of the full suite of categories we have to underpin work and learning – whether it’s packaging and safety supplies, or furniture and technology products for offices, schools and homes,” Evan Lawrey, director of marketing and customer at OfficeMax, said.

 

“It can be intimidating for our sales teams to retain knowledge on everything we offer, and we previously didn’t have an easily navigable content repository to store all information. That was a key challenge for us,” he said.

 

With the firm belief that confident sellers improve customer experience (CX), OfficeMax leveraged Seismic to empower employees to deliver more relevant content and guidance to inform customers’ purchasing decisions.

 

Teams can now create personalised presentations within five minutes of a customer’s request – and also run customers through an interactive microapp on a showroom touchscreen. 

 

“Seismic has made us look more professional and has improved our ability to engage with customers wherever they are located,” Lawrey said.

 

Seismic also allowed OfficeMax’s marketing team to cut down on time-consuming projects with the help of interactive content and content automation technology, underscored by analytics and insights.

 

“From a reporting perspective, we finally have the information to help the marketing team understand what we need to prioritise in terms of what we do and don’t do. It has eliminated the need for unnecessary collateral,” Lawrey added. “This has evolved the relationship between our marketers and sales staff, who now work more collaboratively without facing bandwidth limitations.”