Ashley Furniture Boosts Customer Experience With Salesforce

With consumers expecting more customized interactions with retailers, Ashley Furniture has selected Salesforce Commerce Cloud and Service Cloud to unify shopper experiences across all points of commerce, from shopping to fulfillment to customer service.

The AI-powered CRM platform will help Ashley keep pace with customer expectations and support all points of commerce throughout its operation. Ashley supplies home furnishings to more than 6,000 retail partners in 123 countries while operating more than 750 retail locations worldwide.

Whether on the web, mobile, social or in-store, customers will receive unique content, campaigns, offers and recommendations, based on information such as browsing history and past purchases. In the meantime, Commerce Cloud will give Ashley customer service agents a 360-degree omnichannel view of every shopper, enabling them to easily pick up conversations with customers.

“Innovation and the desire to continuously improve have been at the foundation of Ashley’s success for more than 70 years,” said Chris Wantlin, Ashley chief information officer and chief digital officer. “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.”