How leading retailers connect their digital and physical stores.

Customers don’t see in-store and digital shopping as separate parts of your business; they just see each interaction (no matter where it takes place) as a holistic expression of your brand. To earn and keep customer satisfaction, it’s crucial to provide experiences that bridge the divide between digital and in-person shopping. Customers want the conveniences of unified experiences, like the ability to buy/reserve items online and pick them up in-store, or to purchase online and return at a brick-and-mortar.

That’s why more and more retailers are moving away from restrictive legacy systems in favor of cloud-native, omnichannel point-of-sale. The following success stories highlight how leading retailers in an array of verticals — from fashion to home furnishing — use Salesforce POS to drive growth, simplify complex operations, and create memorable brand experiences.

Lovesac made a bold move when it transitioned to a unique direct-to-consumer sales model. Physical stores were transformed into showrooms without any inventory on-site, allowing customers to make purchases either in-store or online, with the product then directly shipped to their homes. By doing so, Lovesac effectively eliminated the complexities of inventory tracking and management, a notorious challenge in the home furnishing industry.

This new model places even greater emphasis on the showroom experience. Recognizing the significance of this aspect, Lovesac sought out a modern point-of-sale system that could fully accommodate their vision and the profound impact it had on customers.

The search for a modern foundation

As Lovesac prepared for an aggressive expansion — with plans to open over 100 new locations in just five years — the brand realized its legacy systems couldn't keep pace with its vision. They required a partner that understood the "tactile" nature of furniture shopping while providing the digital agility of a tech startup.

Lovesac selected Salesforce POS as the engine for this next chapter. The decision was driven by a need for a solution that was as innovative as the "Sactionals" themselves:

• A Proven Pedigree: Cutting-edge technology built specifically for the nuances of modern retail.
• Modular Agility: A flexible system with a vast array of integrations to fit into Lovesac’s existing ecosystem.
• Scalability: A future-proof architecture capable of supporting rapid-fire store openings without technical friction.

A growth mindset lies at the core of Lovesac's business strategy, driving the company's determination to expand and adapt to changing market dynamics. Despite successfully implementing an omnichannel approach, an impressive 76% of the company's sales still occur through its physical locations, affirming Lovesac's belief in the value of their showrooms in driving sales.

By partnering with Salesforce, Lovesac ensured that its technological backbone is an asset, not a hurdle. The Modern POS allows store associates to move from being "inventory managers" to "experience guides," providing a seamless transition from the showroom floor to the customer’s front door.

When Deciem opened its first free-standing store in Canada, it was a step that began a remarkable transformation. As the brand's popularity soared, Deciem's influence spread far beyond its Canadian roots, evolving into an international powerhouse with a global presence.

But growth brought complexity. With each new market, Deciem faced the challenge of harmonizing its retail operations while maintaining the essence of a beauty brand that thrives on personal interactions and exceptional experiences. The brand’s point-of-sale system became a critical piece of this puzzle. Deciem needed a POS system that could bring harmony and cohesion to every location, channel, and item in its catalog.

Rising to the challenge set by The Abnormal Beauty Brand, Salesforce POS became Deciem's trusted partner in powering over 30 stores across three diverse regions of the world. The system's flexibility and adaptability played a pivotal role in supporting Deciem's growth.

By embracing Salesforce POS, Deciem also positioned itself as a trailblazer in the beauty industry's in-store transformation. The system's seamless integration, coupled with its robust features and user-friendly interface, empowered Deciem to focus on what they do best: crafting exceptional beauty products and delivering unparalleled customer experiences.

As Deciem ventured into new markets and cultures, compliance with fiscal regulations and language support became crucial considerations. Salesforce POS showcased its strength by seamlessly integrating with local fiscal systems, ensuring each store remained compliant with regional laws and regulations. Moreover, the system's multilingual capabilities allowed Deciem to deliver an immersive in-store experience tailored to the preferences of diverse customer bases.

The sales process in the beauty industry is a delicate dance between emotion-driven marketing, personalized experiences, and influencer-driven recommendations. Consumers have diverse skin types, tones, and preferences — and they expect brands to understand these nuances enough to make personalized recommendations. Beauty brands and retailers invest heavily in creating an immersive and interactive shopping environment, often offering testers, samples, and demonstrations to give customers the ability to try products before committing to a purchase.

This hands-on approach not only builds trust, but also allows customers to engage with products, fostering a deeper connection, increasing the likelihood of making a sale, and leading to higher customer satisfaction and loyalty. With Salesforce POS, Deciem is poised to better leverage these nuances and thrive in a highly competitive market.

Bouclair is a leading retailer in home furnishings and décor, built around the idea that, “Home starts with a feeling." This fundamental principle has guided the company's approach to home decor and furnishings for over 50 years. The Bouclair team knows that providing a great feeling requires more than just beautiful products. It also requires a frictionless, modern, personalized shopping experience for every customer. With this in mind, Bouclair chose Salesforce POS to bridge online and in-store experiences, and foster continuity throughout the entire shopping journey.

Technology now complements Bouclair’s physical retail environment rather than competing with it. With the implementation of Salesforce POS, Bouclair's stores have undergone a transformative change with cashless and counterless checkout — speeding up the path to purchase — and by establishing a comprehensive 360-degree view of customers to enable personalized interactions based on preferences and history.

Most importantly, Salesforce POS provides cohesion between online and in-store experiences, bringing cohesion to every interaction and boosting brand loyalty. This partnership has positioned Bouclair as a forward-thinking retailer, dedicated to delivering efficiency, personalization, and customer satisfaction.

The home furnishing industry stands out as a truly unique sector, distinguished by substantial customer investments and a highly thoughtful, extended buying process. This presents challenges stemming from a wide array of product variations, elaborate order management and fulfillment options, and the need for a robust inventory management system. Here, Salesforce POS emerges as the ideal solution, purpose-built to perfectly align with the unique needs of nuanced businesses and broad, complex catalogs.

Sales associates who once had to navigate multiple applications to find necessary information can now access all critical information with just a few swipes. With Salesforce, the process is seamless and efficient, enabling a more personalized and engaging shopping experience for every customer.

When it comes to home furnishing purchases, customers invest both financially and emotionally in their decisions. Salesforce POS, armed with clienteling capabilities, serves as a powerful tool in enhancing the overall customer experience and solidifying Bouclair's position as a customer-centric retailer. By recording and referencing customer preferences, interactions, and special occasions, sales associates can offer personalized recommendations and thoughtful follow-ups, creating an atmosphere where customers feel truly valued and appreciated. This personalized approach cultivates brand loyalty and encourages repeat business, fostering lasting connections between Bouclair and its customers.

Janie and Jack is a premium design house for kids, known for thoughtful details and collections that feature charming twists on classic fashion. A premium retail brand with an omnichannel offering, Janie and Jack needed a way to provide customers with fast, frictionless experiences — without compromising on personalization. Moving over from a legacy system to modern point-of-sale was a core part of the brand’s digital transformation initiatives.

Janie and Jack implemented Salesforce POS into its US stores to unite online and in-store shopping experiences, seamlessly managing both through one point-of-sale system. Salesforce POS empowers store associates to manage inventory, consult with customers, and complete transactions quickly — without compromising personalization.

In just 18 weeks, Janie and Jack deployed Salesforce POS and went live in 106 stores, offering customers the following enhancements:

• Omnichannel capabilities unifying in-store and online shopping into one seamless journey
• Microservices-based API architecture to integrate with Janie and Jack’s CRM and other backend systems
• Clienteling features providing associates with complete customer information including Customer 360, helping associates deliver one-to-one customer experiences
• Real-time order and inventory management and improvements to real-time reports
• Remote payment options for ship-from-store orders

Steve Madden is a global fashion powerhouse known for its trendy footwear and accessories. The brand’s products seamlessly blend bold design with a sharp instinct for accessibility and what people want to wear. To ensure that the customer’s shopping experience is as modern and fluid as its designs, Steve Madden needed a way to move beyond the constraints of legacy retail infrastructure.

By integrating Salesforce POS into Steve Madden Mexico stores, the retailer offers an enhanced in-store experience and connects the online and in-store customer journeys.

Salesforce POS features implemented in Steve Madden Mexico locations include:

• mPOS: Using handheld mobile devices including iPhone and iPad, store associates can complete fast and secure transactions anywhere in the store, eliminating a key friction point of the in-store experience.
• Clienteling: Client information, past purchase history, loyalty status and promotions can all be made available to the store associate with a simple tap, helping to create a personalized one-on-one experience with the customer.
• Endless Aisle: By integrating in-store and online inventory, store associates can provide customers with access to Steve Madden’s full product offering and can place online orders on behalf of the customer if an item is not available in-store.
• Inventory Management: Salesforce POS Inventory Management technology offers support for inventory receiving, cycle counting, RFID, store transfers, inventory adjustments and real-time inventory visibility.
• Omnichannel Experience with BOPIS: Customers can purchase or reserve items online and then pick up the items in-store or at the curbside with a contactless payment and delivery experience.

Salesforce POS empowers brands to transform their physical stores into dynamic hubs of engagement. By unifying in-store and online operations, the platform provides:

• True Omnichannel Fluidity: Features like "Endless Aisle" and "Buy Online, Pick Up In-Store" (BOPIS) ensure that customers never face a "dead end" in their shopping journey, regardless of where inventory is physically located.
• Empowered Associates: With mobile POS (mPOS) capabilities, store associates are freed from the traditional checkout counter, allowing them to provide personalized "clienteling" services with a 360-degree view of customer history and preferences at their fingertips.
• Operational Agility: A microservices-based API architecture allows for rapid deployment—sometimes in as little as 18 weeks—and seamless integration with existing CRM and backend systems.
• Specialized Vertical Expertise: From the high-touch requirements of beauty brands to the complex fulfillment needs of home furnishing, the platform is built to handle the unique nuances of diverse retail sectors.