Customer communication can be all-consuming, but Iterable makes it simple. 

Iterable is the AI-powered customer communication platform that organizations like Box, Priceline, Fabletics, and more trust to build deeper customer relationships through personalized, real-time engagement. Created for marketers and trusted by engineers, Iterable's user friendly interface and no-code solution allows companies to build workflows, automate touchpoints, and test strategies across multiple channels with ease.

 With more than 300 people across offices in San Francisco, New York City, Denver, London, Sydney, and Lisbon, Iterable operates under an “office-optional” model. Employees can choose to work remotely or use one of the company’s hubs for desk work, meetings, or client visits.

To support this flexibility and keep global operations running smoothly, Iterable relies on Envoy to maintain workplace productivity no matter where employees choose to work.

Challenge: Adapting to a distributed workforce

Before moving to a hybrid work environment, Iterable used Envoy Deliveries to manage their mailroom and track internal packages — a simple solution that fit their centralized, office-based workforce.

“We were very office-based,” said Erica Medeiros, Senior Manager of Workplace at Iterable. "Almost everyone we hired lived near one of our hubs, and we had very few remote employees. There was no need for occupancy tracking software.”

As the company's workplace needs evolved, the team added Envoy Workplace to their tech stack. The solution enabled the company to collect vaccination and occupancy data for contact tracing during the pandemic. When they became more distributed and adopted a more flexible, office-optional work model, however, they encountered several new issues:

• Limited visitor data. Iterable couldn’t always monitor who was in a particular office or why, introducing security concerns and making it difficult to manage the user experience.
• Lack of occupancy data for real estate planning. There was little data the team could use to right-size office space as leases expired.
• An ad-hoc emergency notification system. Iterable used Slack and email to communicate during emergencies. These tools worked well when everyone had assigned desks, but they couldn’t adequately support a distributed workforce.

Iterable needed a comprehensive solution to efficiently manage this changing environment.

The good news was, they already had access to the answer: Envoy Workplace.

Solution: Expanding the Envoy ecosystem

Iterable's partnership with Envoy started in 2017, and they've steadily expanded their use of the platform as workplace needs evolved. “We looked at the competition, but Envoy’s solutions were more robust, so we stayed with what we knew,” Medeiros said.

Iterable first expanded its use of Envoy Workplace to better understand and manage how employees use their spaces. Today, the team uses it to:

• Schedule desks 
• Track office usage and occupancy trends
• Generate monthly reports for leadership using built-in analytics dashboards

Iterable also implemented Envoy Visitors to:

• Invite visitors onsite
• Ensure NDA collection is completed for compliance

To strengthen emergency preparedness, Iterable added Envoy Emergency Notifications, allowing them to:

• Reach on-site employees and visitors via SMS and push notifications
• Create reusable templates for various emergency scenarios
• Segment alerts by site, location, or employee role

With Envoy, Iterable has centralized its workplace operations, streamlining the experience for both employees and guests while improving safety and efficiency across its global offices.

Results: Streamlined workplace management and actionable analytics

Envoy helps streamline essential workplace management tasks for Iterable, reducing the burden on Medeiros and her team. The map-based reservation system makes it easy for employees to see who plans to be onsite, encouraging spontaneous collaboration and face-to-face interaction.

Iterable has also simplified visitor compliance with Envoy Visitors, allowing employees to register guests and ensure NDAs are signed without needing hands-on support from the workplace team.

To further support employee safety, Envoy Emergency Notifications provides Iterable with a reliable way to communicate during crises.

“Envoy’s product is so robust. It’s not just visitor tracking. It’s not just occupancy tracking. It’s not just emergency notifications. It’s everything, and we need it all.”

Beyond daily operations, Envoy’s granular analytics give Iterable the data they need to make informed, strategic decisions based on informed insights rather than assumptions.

“Envoy analytics are so granular. I can see how often a specific employee is onsite, or I can pull statistics for the entire office,” Medeiros explained. “I can look at the data in different ways and build a case using occupancy numbers for a specific office and a given time frame.”

Now, Iterable is using Envoy’s occupancy data and attendance dashboards to reassess real estate needs across its global office footprint.

Future plans: More opportunities for a continued office evolution

Medeiros highly recommends Envoy for anyone looking to make the most out of their hybrid workplaces. “It’s amazing for visitor management, space reservations, and collecting data about how our employees use our locations,” she said.

Envoy is evolving and iterating at the same speed as Iterable, making the partnership a perfect match.

“Envoy is constantly rolling out new features, and it’s been amazing to partner with them and see the innovation firsthand.”