Case Study: DUFL achieves 99% customer retention and scalable white-glove service with Salesforce

Going the extra mile for customers drives a retention rate of 99%

DUFL is a white‑glove clothing concierge that stores, cleans, and ships business travelers’ wardrobes so they can travel light and save time. The company needed to scale that premium, highly personalized service as it grew—handling issues like damaged items, coordinating quick repairs, and maintaining consistent, high‑touch support across locations.

From day one DUFL centralized customer profiles and workflows on the Salesforce Customer Platform (Sales Cloud, Service Cloud, Desk.com) to manage sales, cases, CTI/translation, and internal tickets. That approach enabled fast, repeatable service (for example, a shoe repaired and returned in 48 hours), let a 25‑person team support global customers, sustain 10% month‑on‑month growth, and achieve customer retention above 99%.

DUFL

Bill Rinehart

Founder and CEO