Dimensions is a custom furniture designer and manufacturer that got its start producing large orders for some of the nation's largest retailers, such as Costco, Sam's Club, and Target. As buying habits changed over the years, catalog and internet retailers have grown to become an increasingly important source of sales in the furniture industry.
Dimensions has developed a set of capabilities that make them uniquely qualified to meet the needs of internet retailers for a large number of different items in limited quantities. The goal of the new website was to showcase unique manufacturing abilities and highlight the high level of design and craftsmanship of Dimensions products
Dimensions was looking for a clean and modern design that would showcase their work without distracting from their overall messaging. We developed a responsive experience that highlighted their capabilities and expertise.
One of the major challenges Dimensions faced was handling their ongoing volume of support requests.
An integration with Desk.com removed all support management away from email and into an integrated system that could manage and track support requests.
By moving away from email, Dimensions was able to maintain a focus on customer relationships, decrease response times and drastically improve customer support.
The majority of support requests coming into Dimensions were based around a few repeating concepts.
In an effort to cut down on the amount of repeat support requests, an easy to navigate FAQ section was created to walk users through some common support issues.
The 10 most common requests were laid out in a accordion style menu. Users could easily identify their issue and open the accordion, revealing detailed troubleshooting instructions.
"The major challenge we faced when developing our initial online presence was achieving the desired perception without resorting to an elongated description of the company’s values, history, future aspirations, and everything in-between. Pelon Digital was able to provide design options that well represented all aspects of our company while helping to manage the necessary amount of valuable content. The end result was an extremely attractive and intuitive experience that explains who we are and what we do, without overwhelming the viewer.
Since launching the site, we have received an overwhelmingly positive response from current and potential clients. It has also increased our ability to provide a customer service experience that is expected from today’s consumers.
The total experience from site conception to launch day was handled effectively and efficiently. Ideas were understood, nurtured, and carried out without delay. This methodical approach resulted in a comprehensive site that was launched on schedule and on budget."
Director of Product Development