Design Within Reach with the Help of ForeFront Innovates with Mobile Apps to Enhance Customer Service Experience

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ForeFront Cloud Smart announces Design Within Reach, the retailer of authentic modern design “case deflection” solution, to be featured at Dreamforce 2013, hosted by Salesforce.com.

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ForeFront helped us in architecting and making our vision a reality

ForeFront, an awarded Global Systems Integrator (GSI) and Salesforce.com partner, today announces that its client Design Within Reach, Inc. (DWR), a national furniture retailer and manufacturer of authentic modern design, will speak at Dreamforce about successfully partnering to create streamlined process apps and optimize DWR’s customer service in a session entitled “Retail Clienteling: Personalize Your Store Experience.”

ForeFront is associated with some of the industry’s most complex integration challenges; every year some of its clients are invited to Dreamforce, the world’s largest vendor-led technology gathering, to showcase their project successes. More than 100,000 attendees will learn about new ways to leverage the cloud platform, compete better, reduce costs and expand globally from market leaders like DWR.

When DWR needed to transform its Studio selling model to bring a new and innovative experience to its customers, the company selected ForeFront to collaborate in the development of new B2B and B2C streamlined process-driven applications. DWR required a seamless integration between mobile apps and cloud-based CRM apps throughout its retail operations – from initial sales contact and order fulfillment to support – resulting in a companywide commitment to client satisfaction.

To keep up with its expanding customer base, which includes contract, trade and retail clients, DWR’s data needed to be available on-demand across operations, systems and delivery devices. Information from sales quotes, order status, case management, returns and billing needed to be integrated with client-facing CRM and back-end ERP systems. Account executives needed to be equipped with mobile devices with pre-order and post-sales apps to address any request on the fly.

“ForeFront helped us in architecting and making our vision a reality,” says Bethany Kemp, VP of information systems at DWR. “Today we may adequately address the volume of requests we receive. Thanks to our new mobile-ready, interactive Web forms, our employees are empowered nationwide and have information at their fingertips.”

Anne Marie Berger, managing partner at ForeFront, states, “We leverage force.com to create Salesforce.com web forms to ensure access from any mobile device at the storefront with a few clicks on an iPad to open a case in the customer portal or using Chatter for enterprise-wide collaboration. The challenge was the level of complexity integrating all business processes, systems and platforms.”

The resulting “case deflection” solution allows DWR employees to self-solve their support questions with knowledge articles and to focus on addressing problems swiftly. The outcome is an increase in overall efficiency, streamlined support processes and optimized information accuracy.

At Dreamforce, ForeFront will be seeking organizations with the most challenging ‘Global Systems Integration” questions. Enter yours here or follow our Chatter group ‘Integration Experts’ to receive an invitation to an Exclusive culinary dining experience and party, a block away from the convention.

About ForeFront
ForeFront’s expertise is integration. Our cloud know-how spans from strategy, architecture, best practices, development to analytics for the Enterprise. ForeFront is an IBM awarded Global Systems Integrator (GSI) and partners with Salesforce.com on some of the cloud industry most complex integrations (CRM, ERP, SCM). ForeFront solutions are turn-key, across industries with worldwide market reach.

About Design Within Reach
Design Within Reach, Inc., founded in 1998 and headquartered in Stamford, Conn., is the source for the best in authentic modern design. The company markets and sells its furniture and accessories to both residential and trade customers through its retail Studios in North America, http://www.dwr.com and its Connecticut-based phone sales team at 1.800.944.2233. For inquiries regarding DWR Contract, visit http://www.dwrcontract.com.

DWR Media Contact
Kim Phillips
kphillips(at)dwr(dot)com

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Christina Warner
ForeFront, Inc.
+1 (732) 212-0800
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