Crate & Barrel takes proactive approach to CRM

Dan Berthiaume
Senior Editor, Technology
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A specialty home furnishings retailer is obtaining real-time notifications of potential disruptions to customer experience.

Crate & Barrel is leveraging the new Experience Alerts feature of the Quantum Metric SaaS platform. Quantum Metric Experience Alerts captures real-time technical, business, and behavioral data to surface anomalous patterns and activates responses with custom notifications and automated webhooks. 

The platform is designed to provide engineering, product, and analytics personnel with proactive visibility into the customer perspective. Specific features of Experience Alerts include user experience visibility, automated notifications via email or messaging platforms such as Slack or Teams, and automatic distribution of data via webhooks to incident management solutions including PagerDuty, ServiceNow, and OpsGenie.

“I never want to be the gatekeeper for UX visibility, so we have Quantum Metric Experience Alerts connected to Slack so the whole team has access,” said Eric Larsen, manager of continuous improvement, e-commerce at Crate and Barrel. “Now we are instantly notified if a service is down or customers are struggling on a certain page, so we can quickly understand the issue, pinpoint the cause, and resolve it, diverting any potential calls to customer support.”
Crate and Barrel Holdings, whose brands include Crate and Barrel, CB2, Crate and Kids and Hudson Grace, over more than 100 Crate and Barrel and CB2 stores throughout the U.S. and Canada, with franchise locations in nine countries.