Forty Winks, Australia’s leading mattress and bedding retailer has announced a partnership with Emarsys, the only omnichannel customer engagement platform, to have a full 360-degree visibility on customer retention. Emarsys has been selected to implement its customer-centric ecommerce solution to support business growth and modernise the brand’s communication with consumers. 

Established in Melbourne in 1984, Forty Winks has grown from a Victorian retailer to a truly national franchise. With a dominant network of more than 100 stores, servicing all major cities, territories and regional areas, Forty Winks offers consumers a quality range of mattresses, bedroom furniture and top of bed accessories, featuring leading Australian and International brands. 

In the face of the pandemic, the retailer was impacted by physical store showroom closures, requiring their services to turn fully digital. The shift required Forty Winks to address its business challenges; comprised of scattered data, no single source of data truth and a lack of personalised consumer services. Forty Winks selected Emarsys to deploy its Ecommerce Solution to communicate with customers through an omnichannel approach via email, SMS, CRM Ads, and web channel. By forming a customer-centric approach with Emarsys, the brand now has an overall customer experience execution formulated in one platform.

“We have over one million people walk into our stores each year, yet we had no way of unifying our customer data to further build on 1:1 relationships. Prior to implementing Emarsys’ solutions, our approach to reaching consumers was through a ‘blast and spray’ communication style. The pandemic’s impact on retail demonstrated that we needed to digitise our business model, quickly and efficiently. Now, with the help of Emarsys, we can provide our customers with smarter, personalised, communications and brand experiences. 

“With Emarsys, we have collective data and full visibility that is allowing us to recognise and measure marketing impacts, strengthen our consumer relationships and further establish our sleep expertise. Emarsys’ easy to use platforms are enabling us to unlock key initiatives in our marketing strategy. said Kira Poole, Senior Digital & eCommerce Marketing Manager, Forty Winks.

“In today’s consumer landscape, being able to offer customers digital services is crucial. We are thrilled to welcome Forty Winks to the Emarsys family and support its digital transformation journey in establishing greater visibility of consumer insights while strengthening its 1:1 relationships. As they continue to unlock Emarsys’ platforms and embed them into their business model, Forty Winks will start to see results in revenue and consumer retention in no time.” said Kristyn Wallace, Director of Client Success ANZ at Emarsys.