Amazon Partners with Envision to Prioritize Accessibility and Improve Processes on CSBA Program | Envision Blog

Amazon Partners with Envision to Prioritize Accessibility and Improve Processes on CSBA Program

By Beth Walker • Apr 26, 2024
The amazon team smiling in front of a welcome sign.

Blog Content

Envision Industries has a significant relationship with Amazon to sell products made in our manufacturing facilities through Amazon's online storefront, which was recently strengthened through further collaboration. In a significant move to bolster support for its sellers, Amazon recently introduced the Customer Service by Amazon (CSBA) program, a pioneering initiative currently in its beta phase. This complimentary service is extended to sellers who satisfy specific eligibility criteria, with Envision among the first to be invited in November 2023. 

As the program evolved, Envision noticed several areas that could benefit from enhancements, such as return policy inquiries, delivery and missing parts discrepancies, real-time dashboard data organization and more. Initially, in early December 2023, a virtual meeting was arranged between Erin Seifert, Catalog Manager at Envision and Amazon’s developers and account managers. This product research interview served as a platform for Envision to voice its observations and suggestions to improve customer service relations and system processes. Amazon, responsive as ever, quickly incorporated this input into their Standard Operating Procedures and updated various functionalities within the Amazon Seller Central dashboard. 

Despite these improvements, further concerns regarding the interface's usability from an accessibility perspective emerged. Recognizing the validity of these issues, Amazon’s team proposed a more personal approach—visiting Envision’s corporate headquarters for a detailed discussion. The three-hour meeting that followed proved to be highly productive! Amazon’s team not only praised Envision’s facilities but also gained firsthand experience by observing Johnson Riungu, a blind employee, use assistive technology software on the CSBA dashboard. The insights gathered were then relayed back to Amazon’s leadership for additional enhancements to the program to make it more accessible to people who are blind or visually impaired. 

This direct engagement has significantly strengthened the partnership between Amazon and Envision, acknowledging Envision as a reputable seller and employer and highlighting Amazon's commitment to inclusivity. We are grateful for this opportunity which has undoubtedly cemented our relationship with Amazon and sets a benchmark for further collaborative developments in e-commerce for Envision.