Established in 1985, Dreams is the UK’s leading specialist bed retailer.
With 2,000 employees across the UK, Dreams sells 11,500 mattresses, bases and headboards per week to customers nationwide through its network of over 200 stores and online.
Where it all began
Our relationship with Dreams began with the need for an omni-channel solution that would break down the sales-channel silos and give Dreams a unified view of the customer.
Being more than just a simple redesign, our consultants took Dreams through our Digital Acceleration Programme - a process of in-depth industry and competitor analysis - before we could begin advising them on content and functionality that would get them standing out from competitors.
Interested in finding out more about Dreams' digital acceleration journey?
The solution we came up with was a sophisticated SAP Commerce mobile-optimised web platform that allows customers to build and transact their shopping basket across any channel, on any device, at any time. The omni-channel digital platform encompasses in-store, online, customer services and assisted sales in one seamless journey.
Other bespoke features on their site include the price and availability facet sliders, allowing customers to filter products to their exact requirements.
Migrating to the Cloud
More recently upgrading from SAP Hybris to SAP Commerce Cloud, their web platform is flexible and scalable, allowing new components to be quickly added as needed and enabling the team to meet new digital trends swiftly. As the technology is cloud-based, it’s simple and cost-effective to manage – making it a future-proof foundation for growth.
Want to know more about upgrading from SAP Hybris to SAP Commerce Cloud?
The Bigger Picture
Customers can begin and end their purchasing journey via any channel, even with multiple touchpoints. Dreams now have a 360-degree view of the customer, and the customer has a more enhanced, joined-up experience.
Customers are also happy, with a Trustpilot score of 4.7 out of 5, classifying them as an “excellent” retailer and outstripping the scores of other leading UK bed retailers.
Branwell Moffat, Director of CX Consulting at KPS, said:
“We’re delighted to have won four awards, recognising our partnership in enabling Dreams to have a 360-degree view of its customer. This has and will enable Dreams’ sales teams to drive enhanced interactions with its customers, while delivering shoppers more seamless omnichannel experiences, no matter which channel they engage with the brand in.”
“By delivering pioneering omnichannel solutions for retailers, we remain committed to shaping the future of eCommerce. We are extremely proud to have won four awards for our work with Dreams and feel this is a testament to the boundless work and value our team at KPS deliver to our customers,” he concluded.
We all know the world – and retail – is changing at such a rapid rate, and we need to keep up with that. The solution for us is all about the future – that Dreams is future-proofed for a number of years ahead.