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How a Home Furnishing Retailer improved their efficiency and customer experience with Connected Retail?

CASE STUDY How a Home Furnishing Retailer improved their efficiency and customer experience?

Industry: Retail
Segment: Health & wellness

A quest to improve efficiency and customer experience(CX)

The client is into designing and manufacturing beds. The company offers customers personalized sleep solutions and services. As of 2021, the company had a turnover of close to US $ 1.8 billion, with 600 + stores and over 5,000 employees in North America. The company’s mission is to improve lives by improving sleep. 
The bedding retailer is at the leading edge of sleep science, holding multiple patents for bed types and sleeping accessories. But over the course of the past few decades, their inventory tracking system had not kept up with advances in technology and was unable to provide the kind of insights required for optimal management of supply chains and order tracking. There were also multiple systems at different levels of the organization performing the same tasks, and these systems did not always communicate well with each other.  Several of their systems were dependent on manual tracking, which created further issues with efficiency. In addition, the company wanted to improve customer experience with a best-in-class customer experience platform.

comfortaire beds

Problem Statement

The company needed to improve touchpoint experiences – both for customers and suppliers. It needed a comprehensive and integrated system that would improve engagement and collaboration with suppliers. They also needed to provide visibility to the links of the supply chain to help customers get clarity on the movement of stock-keeping units (SKUs) and the availability of products at their stores. They further needed to minimize the use of manual systems to improve process efficiency. And finally, they needed to instrument the final integrated system with telemetry tools to provide them the insights they required into customer and supplier behaviors, as well as process inefficiencies.

Problem statement

An Intelligent Solution

Solution Components

  • Self-service portal
  • Updated CRM Platform
  • Digitized safety systems
  • Dedicated supplier portal
  • Content management
  • Demand planning

Microsoft-based systems

  • Power Apps
  • Power BI
  • Power Automation
  • Azure
  • Dynamics 365 CE

Intelligence for success

The systems implemented by Sonata Connected Retail provided the Comfortaire bed retailer with the information and intelligence that they were missing out on earlier. Self-service supplier portals and a top-of-the-line CRM platform provided them with the intelligence they needed to improve their supply chains and customer experience. The telemetry built into these systems helps them make better, and more informed decisions about the business itself.

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