%20Success%20Stories/3M%20-%20main.jpg)
%20Success%20Stories/Baylor-CS-Image-2.jpg)
**Disclaimer: this is a work of fiction**
Children all over the world spend the 24th of December waiting in anticipation for the coming day, when Santa Claus crosses the globe giving presents to all the good girls and boys. Though it’s only one night each year, this is a massive undertaking and couldn’t be done without the supernatural dream team at Santa’s Workshop.
Based in Northern Canada, with major branches in Finland, Greenland, Norway, and Sweeden, Santa’s Workshop LLC is a world leader in Christmas delivery. Collaborating with a myriad of global partners, including Lego, Hasbro, Mattel, and even Nintendo, CEO Chris M.C. Kringle has made it his life’s goal to ensure children’s Christmas wishes come true.
But what does the man in the red suit wish for, and how can Continuant provide it for him?
Though Santa’s Workshop’s major delivery operation happens only once a year, it’s a serious undertaking. While customers are familiar with the company’s flagship vehicle, a magic sleigh pulled by flying reindeer; they’re often less familiar with what goes on behind the scenes.
Workers at Santa’s Workshop must maintain constant communication throughout the entire night of Christmas Eve, even accounting for time zones. The offices in the North Pole and Lapland can’t afford to have outages or errors slowing down their deliveries, but most providers struggle to extend their services to such remote locations.
The same is true for the company’s AV technology. These offices have gone through major updates over the company’s long history, but these updates are few and far between. The company has spent many years overdue for full AV modernization.
When it comes to customer experience, Santa’s Workshop has a famously unique approach. Its primary channel is handwritten letters. While this external communication method is integral to its brand, it’s burdened with physical limitations and the need to comply with both national and international postage regulations.
Through the ice and snow, Continuant managed to deliver the solution Santa’s Workshop needed.
Each branch received a full Continuant Connect deployment, onboarding its incredibly diverse workforce, which includes elves, snowmen, goats, and reindeer, to the platform just in time for Christmas. This platform allowed Santa’s Workshop to use a variety of UC platforms, helping users find the best service for their remote locations.
These offices also got a major AV upgrade, receiving new digital signage and meeting room solutions. The new technology gives them a consistent, high-quality AV experience. Employees at the North Pole HQ got the biggest and brightest update, with a twenty-foot video wall built to display the year’s major gift-giving events.
The last present under the tree at this company was C4. While this fully automated, omnichannel contact center couldn’t do much with handwritten letters; it did make it much easier for agents at Santa’s Workshop to field requests from partners in the postal service and entertainment industry. To the agents' chagrin, it also gave disgruntled parents more accessible vectors to voice concerns regarding gifts.
Continuant remains on call to maintain Santa’s Workshop’s new technology. With Christmas right around the corner, dedicated technicians will be on-call, ready to resolve any potential problems and keep the Christmas cheer alive. With proactive monitoring, those technicians may even solve those problems while taking Christmas off.
With proactive monitoring, those technicians may even solve those problems while taking Christmas off.
Santa’s Workshop and Continuant are both in talks about extending the North Pole’s AV upgrades to the Uummannaq and Mora branches, while also looking into a specialized faxing setup to digitize the letters.
Sending gifts to all the world’s children on Christmas isn’t easy, but as Kringle himself says, “nothing worth doing ever is.” Continuant feels the same way, though it will endeavor to make this massive undertaking as streamlined and efficient as possible.
Merry Christmas to all, and to all a good night.