Navsoft Case Studies – Real Results Across Industries

US Mattress is America's number one online mattress retailer, with a strong physical presence of 27 retail stores and two large warehouses. Their business operates on an immense scale, managing over 2.5 million SKUs, including mattresses, accessories, and service items.

Industry: eCommerce
Business Type: B2C
Services: Salesforce, eCommerce

Critical Business Challenges

Lead Conversion Blind Spot:
 With orders coming from multiple channels, it was impossible to accurately track lead conversion rates. The company couldn’t see which marketing efforts were working and which were failing.
Outdated Technology:  The sales team was stuck on an obsolete Navision ERP system, while post-sale support was handled by Zendesk, a separate CRM with no order visibility. This meant a complete lack of a 360-degree view of the customer.
Error-Prone Product Management:  With millions of SKUs, manually updating product information was a monumental task, leading to inconsistencies and errors across their retail and online stores.
Operational Bottleneck:  The absence of a unified system meant that everything, from order invoicing at their 27 stores to managing support cases, was a slow, manual process that was holding the business back.

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Navsoft’s Solution

Unified Sales Channels:  All sales channels were unified into a single Salesforce Order Management System (OMS), which provided a 360° view of the customer journey, from initial inquiry to final delivery.
Single Product Repository:  Salesforce was established as the one-stop-shop for all product data. This allowed US Mattress to centrally manage its 2.5 million SKUs and automatically sync product updates across all its Magento web stores.
Streamlined Post-Sale Support:  Navsoft migrated all customer cases from Zendesk to Salesforce Service Cloud, creating a connected workflow. This allowed support staff to view a customer’s entire order history when a case was opened.
Automated Lead Capture:  Navsoft implemented Einstein Chatbot on all of US Mattress’s web stores, which automatically captured and qualified leads. This ensured no sales opportunity was missed and freed up sales reps to focus on high-value interactions.

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Key Results

The digital transformation delivered immediate and profound results, empowering US Mattress to scale its operations and provide a seamless customer experience.

100,000+ Orders Automated

By unifying their systems, Navsoft helped US Mattress automate the management of over 100,000 orders and over 250,000 support cases, reducing manual workload and operational costs.
2.5M SKUs Simplified

The creation of a single product repository made it easy to manage a vast product catalog, ensuring consistency and accuracy across all channels.
3600 Visibility

The integrated solution provided a complete, real-time view of every customer, enabling better lead tracking, more efficient service, and data-driven decisions.
Reduced Technology Costs

By consolidating multiple, disparate systems into one unified platform, US Mattress was able to significantly reduce its overall technology spend.