Case Study: Sauder achieves connected customer support with eDesk

How eDesk helped Sauder create a connected customer experience and increase sales

Sauder Woodworking Co., a leading North American furniture manufacturer and online retailer, needed a way to manage fragmented customer communication while staying compliant with data privacy regulations. Because separate support tickets were created whenever customers switched channels, its agents lacked a complete view of each customer’s history, making it harder to deliver the personalized service Sauder wanted. eDesk was the vendor used to address these challenges.

With eDesk’s centralized inbox, unique customer IDs, and Insight reporting tool, Sauder connected multichannel conversations into a single customer view without compromising privacy. This gave agents a 360° view of each journey, improved response quality and efficiency, and provided real-time metrics on response times, ticket volume, customer satisfaction, and agent performance. The result was stronger customer experiences, better data-driven decision-making, and support performance that helped Sauder maintain its Center of Excellence recognition.

Sauder

Brendan Toone

Direct Sales Manager