CASE STUDY • Nebraska Furniture Mart

Nebraska Furniture Mart Drives Ecommerce Growth Through Digital Platform Transformation

Industry

Retail & CPG

Our Contributions

CRM Modernization, Modernization & Migration, AI Foundation & Data Readiness, Cloud-native AI Platform Engineering

The Business Problem: Disconnected Systems Were Limiting Digital Growth

The Challenge

Nebraska Furniture Mart (NFM), the largest home furnishing store in North America, was struggling with critical technology challenges that needed immediate attention including website maintenance gaps on their newly built Salesforce platform needing ongoing enhancements, customer service bottlenecks with Claims, Cases, and Chats using Salesforce Service Cloud, legacy system constraints from their outdated 'single source of truth' application requiring modern digitization, analytics limitations needing migration from Tableau to Power BI, sales application upgrades requiring latest technologies, and CMS website issues across their store locations needing enhancement and maintenance. NFM needed a comprehensive digital transformation partner and chose Encora to modernize their technology infrastructure and drive growth.

How We Did It

We delivered comprehensive technology solutions across NFM's entire digital ecosystem.

Enhanced Core Platforms

We optimized Salesforce for better performance and streamlined Service Cloud Claims, Cases, and Chats. We replaced outdated systems with modern solutions and migrated analytics from Tableau to Power BI for enhanced insights.

Integrated Technology Solutions

We developed B2C and B2B platforms covering both customer and business needs and upgraded sales applications using latest technologies. We implemented Data Science and Analytics across all systems and enhanced CMS websites for store locations.

Established Ongoing Partnership

We deployed 50+ resources across 8 specialized development teams working with NFM with scalable team structure that adapts to changing business needs and technical requirements. We provide continuous maintenance to ensure optimal system performance.

The Result: Unified Digital Platform That Drives Real Business Growth

We helped Nebraska Furniture Mart transform their technology challenges into competitive advantages. Here's the business impact:

30%

Increase in Ecommerce Sales

Strong technology partnership providing reliable expertise across all critical areas
Improved operational efficiency with streamlined systems and processes
Effective case monitoring through enhanced Salesforce Service Cloud
Enhanced customer service quality across all digital touchpoints

Instead of struggling with disconnected systems, NFM now has integrated technology that drives measurable business growth.

The Bottom Line

We transformed NFM's fragmented technology landscape into a unified digital growth engine. This home furnishing giant now has integrated systems that work together to drive sales, improve customer experience, and provide the insights needed to compete in today's digital retail environment.