Case Study: Sofology achieves £300k in new leads and boosts email engagement with Bloomreach Engagement

A one-year retrospective (How to get the most out of Exponea)

Sofology, the UK sofa retailer (part of the DFS Group), faced fragmented customer data and a weak online–offline connection — critical because around 90% of its leads come from stores — and needed stronger personalization for high-value, considered purchases. After finding their previous partner misaligned with their goals, Sofology selected Bloomreach Engagement for its customer data platform and omnichannel marketing automation to unify data, manage complex integrations, and deliver tailored customer journeys.

Bloomreach Engagement completed a full integration in 13 weeks and 4 days, connecting all data sources, migrating consents, building a bespoke preference centre, enabling 11 multichannel use cases (email, SMS, paid social, CRO/experiments) and training users. The work yielded measurable gains: £300,000 in recovered leads in one month, open rates up from 22% to 26%, click rates from 4.5% to 6%, lower unsubscribe rates, faster campaign execution and significant time/resource savings — with ongoing support from Bloomreach Engagement driving continued value.

Sofology

Nicola Cottrell

Head of CRM