“No one knows our brand better than we do, but Einstein enables digital depth, variety, and novelty of experience that we couldn’t deliver consistently otherwise.”
Growth presents a challenge to every specialty retailer seeking to maintain its reputation for quality and selectivity. “We knew personalization was an important part of our future,” said Marquis. “Salesforce Commerce Cloud has the richest AI roadmap available, which supports our efforts to scale.”
Einstein serves as a sales assistant for Stonewall Kitchen’s online shoppers, offering unique product recommendations based on browsing behaviors and previous purchases. Guided by Einstein, 78 percent of shoppers who are served a recommendation add that item to their online cart, and 41 percent purchase the item. As Marquis explained, “AI data is bigger than human intention and allows us to know what each customer wants.”
With Einstein, Stonewall Kitchen’s five-person ecommerce team can re-engage customers at any point in the sales process. The team has been able to increase conversion rates and personalize communications with each customer, all while avoiding time-consuming manual merchandising and segmentation.
“Einstein lets us put specific attention into certain scenarios that we know need a special touch,” said Marquis. “Because the AI is smart, our team can focus on the things we do best.”
Using Einstein’s predictive analytics, Stonewall Kitchen’s team has also been able to increase coverability of products by showcasing new items and boosting exposure for slower-moving products
“We need to eliminate the guesswork of predicting which products will be big sellers,” said Marquis. By improving views of new and unfamiliar products, Einstein has helped Stonewall Kitchen improve unit sales throughout the entire shopper’s journey.