Case Study: DAVIDsTEA achieves personalized customer engagement and 50% faster page loads with Salesforce Marketing Cloud

DAVIDsTEA brings more people their perfect blend with Salesforce

DAVIDsTEA, Canada's leading specialty tea retailer with more than 240 stores and 2,300 employees, faced the challenge of scaling its business while keeping an intimate, personalized connection with customers. Growth exposed fragmented data and an underperforming ecommerce platform that hindered cross-channel recognition, slow response times, and limited actionable insights.

By implementing Salesforce — starting with Service Cloud in 2017 and rolling out Commerce Cloud in 2018 (with Marketing Cloud planned) — DAVIDsTEA replaced spreadsheets with a unified platform that joins up customer interactions, streamlines campaigns, and delivers responsive commerce. The changes produced 360° customer visibility, faster agent response and reporting, rising conversions and organic traffic, and a 50% improvement in page load times, enabling growth without losing the brand’s customer-first culture.

DAVIDsTEA

Damon Sloane

Vice President, Ecommerce