USE CASE: Mass Customization

Perennials & Sutherland

Objective: Manage the end-to-end process of manufacturing custom rugs – from quoting custom rug orders, sending renderings to customers for approval, providing samples, coordinating the production of the rug with the factory in India and then running quality control back in the United States.


Since the business is so physically disparate and covers multiple roles within the organization (sales, product development, operations, logistics, factory and warehousing) it is difficult to know where any custom rug order is in the end-to-end process, and communication between the central office and factory in India is a potential point of failure.

Solution & Results

The end-to-end process was designed in Work-Relay and allows anyone in the business to understand where any rug is in the production cycle, to seamlessly hand off tasks to the next group, and to view metrics and spot bottlenecks early.

On-time delivery.

Measurable accountability to deliver on time.

Increased loyalty.

Increased customer satisfaction and loyalty.

Process improvement.

New process improvement focus across the entire organization.

Process chains.

Employees started to think in complete process chains and not in single tasks.

Complete visibility.

Complete visibility across the organization on request status.

Eliminate wasted time.

System ensures requests are complete and accurate, eliminating time wasted working on incomplete requests.

Reduce time.

Dramatically reduced cycle time.

Customer satisfaction.

Responses to customer product requests on technical product variation, which previously could take up to weeks, now are reviewed, calculated and answered within a few days.


Simplify complex processes and projects with Work-Relay

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