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

Salesforce helps Design Within Reach increase sales

Design Within Reach (DWR) is a retailer of iconic modern furniture that expanded from serving individual collectors to selling to hotels, designers, and commercial buyers. As competition moved online and the business diversified, DWR needed to make customer data and processes accessible across the company so employees could deliver consistent, personalized luxury experiences at every touchpoint.

DWR implemented Salesforce across sales, service, marketing, commerce and mobile—using web forms and lead routing, case management, Chatter collaboration, iPads in-store, Commerce Cloud and Marketing Cloud—to centralize customer information and workflows. The result: faster responses, higher first‑contact resolution, consistent clienteling across channels, better collaboration across teams, and a unified commerce experience that strengthened customer loyalty and drove sales.

Design Within Reach

John Edelman

Cheif Executive Officer