Case Study: Sonos achieves 14% ecommerce growth and scalable D2C experiences with Salesforce Commerce Cloud

How Sonos adapted to customer needs during the pandemic with one integrated platform.

Sonos, the maker of multi‑room wireless home audio, faced a sudden loss of its in‑store sales channel when the COVID‑19 pandemic closed brick‑and‑mortar retailers. The company needed to pivot quickly to digital‑first commerce and scale support as direct‑to‑consumer demand and service requests surged.

Using a single, integrated Customer 360 platform (including Service Cloud, AI, chatbots and voice tools) Sonos centralized customer data, launched personalized marketing and B2B community sites, and automated service workflows. The shift delivered a 14% year‑over‑year ecommerce increase, 40%+ case deflection, 10% faster call resolution, five hours saved per agent per week, and helped Sonos sustain its 16th consecutive year of revenue growth.

Sonos

Patrick Spence

Chief Executive Officer