Business Environment Challenges
It is rare in today’s market that a furniture retailer designs and builds most of what it sells, and offers custom furniture for its customers. In order to keep the brand separated from retailers that offer mass-produced, lower-quality products, one company’s uncompromised level of craftsmanship is reflected in a unique customer experience.
The furniture company prides itself on providing customers the ability to modify the merchandise they are purchasing through specialized software at a monitor equipped with a touch overlay for interactivity. Customers can choose fabric and stain color, types of upholstery and other options. However, the touch overlays that were originally used were not reliable.
“Their original touch overlay solution had a significant failure rate,” said Candela Co-Owner Dodd Lewis. “In addition, the previous touch monitor supplier’s lead times were long and even then still had issues delivering the product on time. Another issue was the poor customer service when dealing with warranty issues. In general, the whole experience left them frustrated and they decided it was time for a change.”
The furniture retailer needed to find an alternative touch overlay/monitor solution quickly in order to meet an urgent demand. The company had just joined up with a multinational, mass media corporation specializing in children’s entertainment, which required them to supply 130 monitors and touch overlay solutions for 130 stores.
“We wouldn’t sell them anything that we didn’t believe in and that’s why we suggested using the Sharp monitors for the furniture store project.”