Broad River Retail, one of the largest and most recognized licensees of Ashley HomeStore, is taking bold strides to enhance customer experience by leveraging automation and intelligent technologies across its operations. As customer expectations evolve in the age of instant service and personalization, Broad River is using automation to create smarter, faster, and more responsive retail experiences.
From Traditional Retail to Tech-Driven Engagement
Historically rooted in traditional brick-and-mortar retail, Broad River Retail has steadily embraced digital transformation. The company’s latest push into automation technologies—including AI-powered tools, smart CRM platforms, and workflow automation—reflects its commitment to delivering frictionless and personalized service to every shopper.
This transformation touches multiple parts of the business—from how the company interacts with customers online and in-store, to how it manages internal logistics, inventory, and sales pipelines.
Streamlining Operations and Improving Response Times
One of the most significant benefits of automation has been the acceleration of service and response times. Customer inquiries that previously required manual handling are now being managed through automated chatbots and ticketing systems. These tools not only ensure 24/7 availability but also reduce wait times and human error.
Additionally, automated backend systems allow for real-time inventory updates, ensuring customers have access to accurate product availability information—both online and at physical locations.
Personalized Shopping Experiences at Scale
Broad River Retail is also using data-driven automation to better understand and serve its customers. By integrating AI into its customer relationship management (CRM) systems, the company can track shopping behavior, preferences, and previous interactions. This enables hyper-personalized marketing campaigns and product recommendations, increasing customer satisfaction and driving loyalty.
Whether it’s sending a tailored email to a returning customer or prompting a store associate with real-time insights during a sales interaction, automation helps make each touchpoint more relevant and impactful.
Empowering Associates with Smart Tools
Rather than replacing human employees, Broad River’s automation efforts are designed to empower its workforce. Sales associates are equipped with mobile tools and dashboards that give them instant access to customer data, product specs, and availability. This allows them to provide more informed and confident service on the showroom floor.
Final Thoughts
Broad River Retail’s embrace of automation reflects a broader trend in the furniture and home retail industry: the blending of high-touch service with high-tech efficiency. By investing in smart technologies that improve both customer satisfaction and operational agility, the company is positioning itself for long-term success in a competitive market.
