Case Study: Herman Miller achieves customer-centric privacy and improved opt-in rates with OneTrust PreferenceChoice

How Herman Miller Makes Their Customer-Centric Privacy Program a Competitive Differentiator with OneTrust PreferenceChoice

Herman Miller, a global design and furnishings leader, faced the challenge of managing customer data privacy and consent across a complex, global marketing stack (Salesforce CRM, Marketing Cloud, Pardot, Adobe Experience Manager) while complying with GDPR, CCPA, CASL and other regulations. To address this, Herman Miller selected OneTrust PreferenceChoice to centralize consent and preference management and support consumer rights requests.

OneTrust implemented PreferenceChoice Universal Consent & Preference Management and OneTrust Consumer Rights across Herman Miller’s ecosystem—integrating with Pardot, Salesforce and Adobe and rolling consent capture out to 300+ webforms. The solution automates consent capture with detailed audit records (who, when, what), provides granular opt-down options that improved opt-in management versus global unsubscribes, and introduced a branded consumer rights portal that routes and validates requests automatically—reducing manual effort and creating a historical compliance database. OneTrust’s integrations and automation helped Herman Miller strengthen customer trust and future-proof privacy operations.

Herman Miller

Dustin VerBeek

Senior Digital Marketing Strategist