68 STREAMING MEDIA June 2018
Herman Miller Saves on Travel With Online Video
offering that could be inte-
grated into Herman Miller’s
existing internet infrastruc-
ture and would be available
The main thing Herman
Miller uses IBM for is a series
called Live From the Learn-
ing Plant, where salespeople
learn about new offerings. On
the Herman Miller campus,
the Learning Plant is next
to the Performance Seating
Manufacturing Plant, which
creates the coveted office
chairs that have solidified the
company’s reputation. The
Learning Plant is an 18,000-square foot space
dedicated to the various product lines. It’s where
Herman Miller conducts in-person training so
people can see products up-close. The video
team wanted to use that space in its training,
so it produces 30-minute videos led by subject
matter experts, then streams them to sales-
people in the company and in the greater deal-
er network. During the live stream, viewers
can ask questions by text. Herman Miller
keeps sessions to 30 minutes so they’re quick
and efficient, and don’t take up too much of
Herman Miller actually mandates that office workers use Internet Explorer, and since
video streaming can be iffy on IE, having mobile support to fall back on is a good thing.
The company offers premeeting instructions
to video meeting attendees that encourages
them to use Chrome or another browser, but
IE is still the officially mandated browser for
regular office work.
Herman Miller started with IBM Cloud Video 1. 5 years ago, and draws an audience of 350
people per video. People are much happier
asking questions by text during a video than by
voice during a conference call, Sultana finds.
Roughly the same number of people watch the
streams live as watch them later on-demand.
The video team edits saved videos for later
viewing and adds chapters so viewers can go
directly to the section they want.
Besides delivering more flexible training,
Herman Miller saves a lot of money this way.
Travel and entertainment costs for visitors
are about $1,500 per person, so Sultana estimates the company saves about $500,000 per
year using video. And if that isn’t enough of a
recommendation, the end-users love the new
“On average, our Net Promoter Score is a
+ 50, which, if you’re familiar with the Net Promoter Score ratings, is anywhere between -100
and +100,” Sultana says. “+ 50 is crazy high, and
the feedback is overwhelmingly people being
thankful for us trying out something new and
being able to connect without having to spend
dollars all the time to do it.”
Troy Dreier ( firstname.lastname@example.org) is senior associate editor
of Streaming Media and Onlinevideo.net.
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videos led by
streams them to
the country. During
the live stream,
viewers can ask
questions via text.