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A PARTNERSHIP SUCCESS STORY
Re-inventing Bassett Furniture’s online presence and customer experience.
Industry:
Furniture Retailer
and Manufacture
Size:
88 company and licensee
U.S. retail locations
100+ wholesale locations
Multi-year Digital Transformation:
eCommerce Platform
PIM Solution
Enterprise Data Integration
Configuration Engine
25%
INCREASE
in online sales
34%
INCREASE
in average order value
55%
INCREASE
in add to cart rate
18%
INCREASE
in overall conversions
THE OPPORTUNITY
To keep up with the ever-changing expectations of today’s shoppers, Bassett Furniture set out to reinvent its online presence and enhance the customer experience. The goal was to streamline operations and make shopping easier and more enjoyable for customers. Bassett sought a partner to spearhead the implementation of a multi-year roadmap to enhance its digital touchpoints.
“We knew we needed the right eCommerce platform and PIM system, but more importantly, we needed a partner who could achieve our vision while keeping the process organized, focused and disciplined at each step with multiple vendors and resources. Sophelle was that partner.”
Brian Claspell
CIO, Bassett Furniture
THE APPROACH
SOFTWARE SELECTION
Collaborated with Bassett to identify needs, define requirements and select optimal software solutions, leveraging Sophelle’s deep expertise across solutions to seamlessly integrate with Bassett’s business model.
ENTERPRISE ARCHITECTURE
Developed a future-state architecture and roadmap to align Bassett’s tech stack with industry best practices, enabling faster time-to-market and positioning for ongoing innovation.
PROGRAM DELIVERY
Coordinated program management across 8 vendors to foster strong cross-team collaboration, ensuring clear communication of program dependencies and alignment of workstreams ensuring a smooth rollout of multiple technologies with minimal issues.
PROCESS OPTIMIZATION
Continued collaboration streamlined operations and empowered Bassett teams to take ownership of new tools and capabilities. Playbooks and runbooks were developed to enhance understanding of the new end-to-end process flows.
“Sophelle’s team quickly grasped our company culture and effortlessly integrated with our team, working as true collaborators in driving our retail transformation goals forward.”
Tyler Bassett
VP, Customer Experience Technology, Bassett Furniture
THE RESULTS
CENTRALIZED PRODUCT DATA MANAGEMENT:
New PIM tools and processes ensure the integrity and quality of Bassett’s complex product data.
BEST IN CLASS WEBSITE PLATFORM:
Shoppers now enjoy an enhanced digital presence and customer experience.
ENHANCED IN-STORE SERVICE:
Enhanced capabilities for in-store associates improved customer interactions and satisfaction.
STREAMLINED OPERATIONS:
Integrated systems and improved data management boosted efficiency and simplified operations.
INTEGRATED EXPERIENCE:
Built a foundation for an omnichannel experience that lights up multiple digital touchpoints to create an exceptional customer engagement.
“Thanks to Sophelle’s seamless retail transformation efforts, our website saw a remarkable 10% increase in customer conversion year-over-year, resulting in an astounding $1,000,000 boost in revenue.”
Heather Petersen
Director of Digital Marketing, Bassett Furniture
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