“If you don't have Salesforce today, you're at a disadvantage.”
According to Bethany Kemp, VP of Information Systems, “There’s a lot more competition online than there was in the early days of our business, so it’s more important than ever that we build close connections with all of our customers. We need to customize every communication and interaction. And we’re offering more personalized services — like helping customers design their spaces — to build loyalty and differentiate ourselves from other furniture providers.”
“With Salesforce, we take clienteling to a new level and offer the kind of personalized experience our customers want.”
DWR is also rolling out the Salesforce mobile app to all of its studio reps. Instead of being tied to desktops, reps can now access client profiles from anywhere, and input new information while working with them. They can also place new orders from their phones, with full back-office integration for invoicing and fulfillment.