With Salesforce Commerce Cloud and Service Cloud, the home furnishing giant will have a unified view of every customer, enabling faster and more personalized shopping and customer service
SAN FRANCISCO—December 20, 2017—Salesforce (NYSE: CRM), the global leader in CRM, today announced that Ashley Furniture Industries, Inc. (Ashley)—one of the largest furniture manufacturers and retailers in the world—has selected Salesforce Commerce Cloud and Service Cloud to unify customer experiences across all points of commerce, from shopping to fulfillment to customer service.
Ashley supplies home furnishings to more than 6,000 retail partners in 123 countries and has more than 750 retail locations worldwide. As the shopping experience has grown more complex—with 79% of shoppers using multiple channels to research products before buying them in-store—Ashley needed a modern, AI-powered CRM platform that could keep pace with customer expectations and support all points of commerce on a global scale.
“Innovation and the desire to continuously improve have been at the foundation of Ashley’s success for more than 70 years,” said Chris Wantlin, chief information officer 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 Commerce Cloud, Ashley will 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. Using Service Cloud, Ashley’s customer service agents will get 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. Ashley will also leverage the Salesforce Platform to build an in-store clienteling app, putting the power of a unified customer profile in the hands of its salespeople.
“As shoppers become more sophisticated and new channels emerge, their expectations continue to rise,” said Shelley Bransten, SVP, retail industry solutions at Salesforce. “Today, shoppers expect frictionless experiences with retailers. By connecting its ecommerce and customer service on Salesforce, Ashley is addressing the needs of today’s connected shopper, ensuring they’re able to delight shoppers at every step in their journey.”
About Ashley Furniture
Ashley Furniture Industries, Inc. (Ashley) feels that every person deserves more value for their money. Established in 1945, Ashley is one of the largest manufacturers of home furnishings in the world, and was recently named one of America’s Best Employers by Forbes in 2017. From design through fulfillment, Ashley is committed to delivering the world’s best home furnishing values, selection and service, and earning the loyalty and trust of its customers every day. Visit Ashley online at www.ashleyfurniture.com and “like” Ashley Furniture Industries, Inc. on Facebook.
Ashley HomeStore is committed to being your trusted partner and style leader for the home. This commitment has made Ashley HomeStore the No. 1 furniture retailer in the U.S. and one of the world’s best-selling furniture store brands with more than 750 locations in 36 countries.
Start designing your dream home today. Visit Ashley HomeStore online at www.ashleyhomestore.com. “Like” Ashley HomeStore on Facebook, follow us on Twitter and Instagram , or see our design-focused boards on Pinterest.