Customer spotlight story: Living Spaces
Read how Living Spaces now accomplishes more with less in the marketing department, increasing operational efficiency, boosting customer experiences, and ultimately improving the bottom line.
- Home furniture & housewares industry
- 2,000+ employees
- 20+ brick-and-mortar locations
Founded in 2003, Living Spaces is a furniture retailer that offers products through 24 stores across the United States and an e-commerce site, offering a wide array of styles. In an effort to become the #1 home furnishings brand in the United States, Living Spaces focuses on blending quality and value with smooth customer experience.
We actually have been able to build in-store studios. These are screens where customers can render their products in-store. In the past, we would not have been able to do that because the data was just not reliable. Now, colleagues can keep track of inventory themselves and be sure that it is correct.Kevin Hunzker, E-Commerce Quality Assurance Analyst, Living Spaces
Despite widespread success with its brick-and-mortar stores, Living Spaces knows that beating market competition means adapting to the demanding world of consumer-driven digital commerce guided by new rules of engagement. To meet these new demands, Living Spaces added an EpiServer CMS system to its existing ERP system, creating a setup that seemed capable of supporting e-commerce goals.
But it wasn’t long before challenges started to emerge. As they built the e-commerce site out further, the ERP system wasn’t able to handle product information and creating web-specific attributes proved complicated. The ERP system also wasn’t well-suited for creating new filters for easier customer navigation, SEO optimization, or A/B testing of different products across the e-commerce site.
It simply took a long time and was too big of an effort from a lot of people in the company. In general, we needed to be more self-sufficient on the marketing and e-commerce side. To achieve that, we needed a system providing a single source of truth and offering value for anyone in marketing, merchandising, and IT.
Kevin Hunzker, E-Commerce Quality Assurance Analyst, Living Spaces
These challenges became prohibitive when Living Spaces decided to build a new version of its special orders system for customizing furniture online, offering more fabric options, and qualifying products. In the past, each item would have an assortment of fabric options assigned to it. Because they were all independent, Living Spaces would have 20 products each with 30 fabric options. As fabric went out of stock, changes had to be made manually so they wouldn’t appear on the website anymore.
We needed a better way of handling all our product information. A streamlined process. What we had was just incredibly manual.
To meet the needs of today’s consumers, Living Spaces needed a new approach to product information management.
As a result, the special-order process has become much more consumer-friendly without complicating backend operations. With the REST API in place and scripts running updates, replacements, file uploads, and other common tasks, so much work has been automated to make life easier for the marketing team as they find innovative ways to engage customers.
We actually have been able to build in-store studios. These are screens where customers can render their products in-store. In the past, we would not have been able to do that because the data was just not reliable. Now, colleagues can keep track of inventory themselves and be sure that it is correct.”
All of this added efficiency on the backend has streamlined the special orders process rebuild and the results speak for themselves. After implementing inriver, Living Spaces special orders are up about 20%.
By embracing a dedicated PIM solution, Living Spaces now accomplishes more with less in the marketing department, increasing operational efficiency, boosting customer experiences, and ultimately improving the bottom line.