Client Stories

Universal Furniture, Inc.

Client Stories

Universal Furniture, Inc.

Leading B2B Furniture Manufacturer Achieves Customization at Scale

Universal Furniture, Inc.

The Challenge

Manufacturer’s website was a bit of a fixer-upper

Universal Furniture, Inc. a manufacturer of award-winning luxury home furnishings with products sold through authorized dealers nationwide, needed their eCommerce site to be updated. The desired end state was to enable self-service and deliver a better quoting experience for customers, but several blockers stood in the way of progress. Complex furniture configuration was not available. Customers could only purchase items as presented in the catalog and on the website, which put Universal at a competitive disadvantage. Only designers could purchase furniture through the website, while retail stores had to purchase through CSRs or sales representatives, lengthening the order-to-cash cycle. Finally, the customer experience between the custom website and iStore checkout was disjointed and difficult, preventing Universal from opening additional sales channels.

The Solution

A complete commerce transformation propelled by automation and self-service

Universal knew they needed to maximize deal profitability with optimized pricing and discounting while easily creating accurate and dynamic proposals. Argano led their team through a total commerce transformation to deliver a B2C experience for B2B buyers, including Oracle Configure, Price, Quote (CPQ), Commerce, Integration Cloud, and E-Business Suite. The optimized technology mix promised intuitive configuration, error-free orders, automated approval workflows, and much more.

The Results

A more competitive business model and increased revenue opportunities with Universal customer appeal

Universal’s updated eCommerce site offered customers a simple but highly configurable self-service furniture ordering experience. The new and improved back-end technology stack paid dividends on the front-end with increased revenue opportunities and bringing Universal in line with their competition, allowing both designers and customers equal access. Smart dashboards now deliver efficiencies that enable the customer service team to troubleshoot delayed orders quickly and spend more time selling. And the scalable, modern platform resulted in a stellar digital commerce experience for all customers—designers and retailers alike.


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