Case Study: Design Within Reach achieves personalized, luxury omnichannel experiences with Salesforce Commerce Cloud

Design Within Reach expands its brand with a personalized approach

Design Within Reach (DWR) is a modern-design retailer that expanded from serving individual consumers to large commercial clients, and faced growing online competition and the need to scale a high-touch, personalized luxury experience across teams and channels. The company needed better collaboration, faster lead routing, and consistent clienteling to serve diverse customers—from interior designers to corporate buyers.

DWR implemented Salesforce across sales, service, commerce and marketing—using custom web forms, iPad-enabled reps, Chatter, Commerce Cloud, Marketing Cloud and the Salesforce mobile app—to route leads, manage cases, and give staff a single view of customers. The result: faster responses and closes, first-contact issue resolution, consistent luxury interactions in-store and online, and stronger customer loyalty through more personalized experiences.

Design Within Reach

John Edelman

Cheif Executive Officer