Lead Help Center Technician
Envoy gives all Pandora visitors a special VIP welcome
Pandora, a SiriusXM Company, is a leading music and podcast discovery platform, providing a highly personalized listening experience to approximately 70 million users each month. At Pandora, people, music, and culture are the center of everything they do. From concerts and artist visits, to employees playing in bands together, there is a special camaraderie that exists thanks to a shared love for music and the power it has in bringing people together.
Pandora cares deeply about creating a secure and welcoming experience for everyone who comes into their offices. The company aims to give not only their well-known music artists and clients the VIP treatment from the moment they walk through the door, but any visitor this same respect, whether it’s a potential hire or a friend of an employee.
Envoy helps facilitate this seamlessly, says Jessica Arnold, Lead Help Center Technician and a former Pandora receptionist. “It’s about making visitors feel excited and helping them feel welcomed into the music industry, like they are entering the inner workings of Pandora,” she says.
Envoy brings a conversation and a smile to visitor registration
When visitors arrive to Pandora, they sign in with Envoy’s visitor management system via the iPad on the front desk. Then they take a photo and are handed a badge that has ‘VIP backstage access’ written on it. This serves as both a security measure (to track who has signed in) while also making people feel like they have backstage access to a concert or music event.
Jessica loves how Envoy helps break the ice with new visitors. “The best part for me is the photo,” says Jessica. “We’ll laugh about it and it starts a natural conversation that we wouldn’t get if visitors just sat down and waited for their host.”
Before Envoy, when a visitor signed in with Pandora’s old paper system, the receptionist would have to track down their host to meet their guest. Pandora estimates that their receptionist spent approximately 50% of their time chasing down hosts. This was time-consuming and because the receptionist would have to leave the visitor alone in the waiting area, it didn’t create the welcoming atmosphere that Pandora envisioned for their visitor experience.
Envoy starts a conversation that you wouldn’t have otherwise in an office just sitting down and waiting for somebody. It’s about the experience: coming in, being excited, and feeling welcomed.
Now, with Envoy, visitors are automatically captured in a secure visitor log and the hosts are automatically notified through Slack when a guest arrives. Jessica says that because of this, a conversation between the visitor and the receptionist gets immediately started, creating a warm atmosphere.
“Not having the receptionists’ hands tied to physically signing someone in means they have their heads up and a smile on their face,” says Jessica. “It makes people feel special.”
Streamlined delivery management saves time
Another key area that Envoy has delivered value for Pandora is the management of deliveries to the office. Before Envoy, delivery management was a time-consuming and manual process for the facilities team at Pandora. Multiple packages would arrive daily to the mailroom and whomever was staffing the mail room each day would have to:
- Write down the package’s tracking details.
- Email the recipient that it had arrived.
- Wait for them to pick up their package.
This would take hours on end and heavily relied on the facilities team (and sometimes the receptionists) always being available to handle the workload.
Now with Envoy, this process has been automated, and Facilities Coordinator, Elmer Zavala, gets back hours in his day. “The package comes in and we scan it, forget about it, and the recipient gets the notification,” says Elmer. “They grab their stuff and they’re on their way.”
Jessica says that with so much going on at Pandora, from running a busy office to hosting artist concerts to being part of employee events, having a tool like Envoy is critical for freeing up time that can now be directed at human interaction and connection around a shared love of music. “Envoy allows us to spend our time doing other important things,” Jessica says. “I love it.”