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Bensons for Beds Personalizes Every Touchpoint With Bloomreach

Industry: Home Goods

Bensons for Beds is a British bed retailer that specializes in selling a diverse range of beds, mattresses, and bedroom furniture across its 160+ stores and online.

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Email Marketing

Bloomreach Engagement

Challenge

Bensons for Beds needed a tool that would allow them to capture data for customers who had both been in their stores or on their website at various different points of their buying journey. To get there, they had to overcome key roadblocks:

Offline and online data = disconnected journeys. Customers often engaged with both stores and digital touchpoints, but the team lacked a single view of the customer to tailor communications.
Manual integration burden = limited agility. Teams spent time manually stitching data and tools together, slowing campaign launch and innovation.
Limited personalization = lost conversion opportunities. Without centralized data, creating timely and relevant messaging—especially post-promotion or based on browsing signals—was difficult.

Fragmented tech stack = inefficiencies across teams. Marketers, merchandisers, and developers had to work across disconnected tools, hindering specialization and scalability.

Solution

Bloomreach enabled Bensons for Beds to turn customer data into conversion-ready journeys — no matter where the interaction began.

Omnichannel data = seamless journeys. The team captured behavior across store and web, enabling rich insights and unified experiences irrespective of where that customer started.
One platform = faster time-to-market. Teams across CRM, development, and merchandising now work in a single platform — launching campaigns faster and reacting in real-time.
Smart segmentation = higher-value engagement. With Bloomreach Engagement, the CRM team can identify high-intent segments, like shoppers of promoted products, and push a specific CRM program out every week, creating urgency and boosting conversion.

AI + customer data = one-to-one conversations. With Bloomreach Clarity, Bensons for Beds turns product discovery into a dialogue — helping shoppers compare products, get personalized recommendations, and ask real-time questions across the entire catalog.

Here’s How It Works

Customer browses online or visits store → Data flows into Bloomreach
Behavioral signals trigger segments → e.g. “browsed mattresses now off promotion”
AI assistant engages → Customers compare products, ask questions, and receive tailored recommendations
Product goes off promotion → CRM team identifies high-intent segment to target
CRM team launches campaign → Timely, relevant messages create urgency and drive action
Customer returns to purchase → Higher conversion and a smoother, more informed journey

In order to use Bloomreach, you don’t need to be technical. You can easily create a segment, a report, or a dashboard to understand further insight. You can easily create a campaign or tweak a campaign within a number of minutes. What this means is that as a business, we can be both planned and importantly, we can be reactive to make sure that we capitalize on any unexpected opportunities that may arise as part of our day-to-day working life.

Graham Wilson

Director of Digital and Omnichannel, Bensons for Beds

Results

Weekly high-intent campaigns = faster reaction to promo changes
Full end-to-end personalization = every channel now supports tailored journeys
CRM team agility unlocked = campaign ideas launched in minutes, not days

“If we were using other technology, we would have to do the stitching of that together ourselves,” Wilson said. “We would have to build the integrations. We would have to build the front end. Bloomreach gives us that out of the box.”

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