Ashley signs digital deal with Salesforce to enhance customer experience

Salesforce Dreamforce 2017
Ashley Furniture Industries has selected Salesforce Commerce Cloud and Service Cloud to enhance customer experiences across shopping, fulfillment and customer service.

Ashley supplies home furnishings to more than 6,000 retail partners in 123 countries and has more than 750 retail locations worldwide.

Ashley will use AI-powered CRM platform that could keep pace with customer expectations and support all points of commerce. 79 percent of shoppers use multiple channels to research products before buying them in-store.

Chris Wantlin, chief information officer and chief digital officer at Ashley Furniture, said: “We’re undergoing a 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.”

Ashley will use Commerce Cloud to deliver personalized shopping experience 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.

Ashley will use Service Cloud to ensure that customer service agents get a 360-degree, omnichannel view of every customer, enabling them to pick up conversations with customers wherever their last interaction with Ashley left off.

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.

Shelley Bransten, SVP, retail industry solutions at Salesforce, said: “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.”

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