Case Study: Design Within Reach achieves personalized luxury customer experiences with Salesforce Marketing Cloud

Design Within Reach expands its brand with a personalized approach

Design Within Reach (DWR) is a retailer of authentic modern furniture that has grown from serving individual design enthusiasts to supplying hotels, design firms, and consumers. As competition moved online and the business expanded into commercial channels, DWR needed a way to coordinate teams and deliver consistently personalized, luxury clienteling across every customer touchpoint.

DWR implemented Salesforce across sales, service, commerce, and marketing—using custom web forms, case management, Chatter collaboration, mobile iPads, Commerce Cloud, Marketing Cloud, and Trailhead training—to route leads faster, resolve issues on first contact, and give staff a single customer view. The result is a unified commerce experience and more consistent, data-driven personalization that strengthens loyalty and supports higher-value sales.

Design Within Reach

John Edelman

Cheif Executive Officer