Home furnishings retailer puts its customer experience in the cloud
Ashley Furniture is taking steps to unify customer experiences across all of its touchpoints.
With more than 6,000 retail partners in 123 countries, more than 750 retail locations worldwide, and 79% of shoppers using multiple channels, Ashley Furniture’s shopping experience has grown more complex. By adding the Salesforce Commerce Cloud and Service Cloud, the home furnishings retailer is integrating customer experiences across all points of commerce, from shopping and fulfillment to customer service.
Commerce Cloud will enable the retailer to deliver more intelligent and personalized shopping journeys. Whether shoppers are on the web, mobile, social or in-store, they'll receive unique content, campaigns, offers and recommendations, based on information such as browsing history and past purchases.
Meanwhile, Service Cloud gives Ashley's customer service agents a 360-degree, omnichannel view of every customer, enabling them to easily pick up conversations with customers wherever their last interaction with Ashley left off. As a result, Ashley shoppers will receive a connected experience across every channel and touchpoint.
The retailer will also leverage the Salesforce Platform to build an in-store clienteling app, a move that will put the power of a unified customer profile in the hands of its salespeople, according to the company.
"Innovation and the desire to continuously improve have been at the foundation of Ashley's success for more than 70 years," said Chris Wantlin, CIO and chief digital officer at Ashley Furniture. "That's why we're undergoing a complete digital transformation with Salesforce. We're moving to one unified platform for customer engagement to ensure every customer has an exceptional experience with our brand."
With more than 6,000 retail partners in 123 countries, more than 750 retail locations worldwide, and 79% of shoppers using multiple channels, Ashley Furniture’s shopping experience has grown more complex. By adding the Salesforce Commerce Cloud and Service Cloud, the home furnishings retailer is integrating customer experiences across all points of commerce, from shopping and fulfillment to customer service.
Commerce Cloud will enable the retailer to deliver more intelligent and personalized shopping journeys. Whether shoppers are on the web, mobile, social or in-store, they'll receive unique content, campaigns, offers and recommendations, based on information such as browsing history and past purchases.
Meanwhile, Service Cloud gives Ashley's customer service agents a 360-degree, omnichannel view of every customer, enabling them to easily pick up conversations with customers wherever their last interaction with Ashley left off. As a result, Ashley shoppers will receive a connected experience across every channel and touchpoint.
The retailer will also leverage the Salesforce Platform to build an in-store clienteling app, a move that will put the power of a unified customer profile in the hands of its salespeople, according to the company.
"Innovation and the desire to continuously improve have been at the foundation of Ashley's success for more than 70 years," said Chris Wantlin, CIO and chief digital officer at Ashley Furniture. "That's why we're undergoing a complete digital transformation with Salesforce. We're moving to one unified platform for customer engagement to ensure every customer has an exceptional experience with our brand."