Room & Board aligns stores, online with Salesforce

Minneapolis – Furniture retailer Room & Board has aligned its online and in-store customer experience with Salesforce Marketing Cloud’s predictive digital marketing capabilities. Room & Board has improved the customer experience and delivered more relevant information, which in turn has increased the average order value by 16% and delivered a 2,900% ROI payback during a two-month period.



This has resulted in a significant increase in online sales and improved loyalty.



Room & Board deployed Salesforce Marketing Cloud for targeted e-mail and predictive digital marketing capabilities. This enabled Room & Board to make its online experience better reflect its in-store experience, including the ability for customers to build a room online with customized and relevant products. With Salesforce Marketing Cloud, Room & Board increased online sales, the average annual benefit expected to exceed $2.7 million.



“One of the most important pieces of our business is to create a seamless experience, but this can be a challenge when we blend the online experience with the personalized attention that customers would receive from an in-store visit,” said Kimberly Ruthenbeck, director of web customer experience, Room & Board. “Salesforce Marketing Cloud has allowed us to communicate with our customers individually, provide a tailored experience and help them through the process of creating a perfect home, which is different than the perfect home for someone else.”