Salesforce Lands Ashley for Connected Customer Experiences

December 22, 2017  by Jane Chero in Business Strategy, Industry   

Ashley, who supplies home furnishings to more than 6,000 retail partners in 123 countries and has more than 750 retail locations worldwide, needed an AI-powered CRM platform to 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 offer 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 elllxperience with our brand,” Wantlin continued.

With Commerce Cloud, Ashley will be able to deliver more intelligent and personalized shopping journeys across all channels. Their shoppers will 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 pick up conversations with customers wherever their last interaction with Ashley left off providing 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," Bransten said.