DFS
Benefits of Our Transformation
A strategic partnership with DFS Group helping them to lead furniture retailing in the digital age.
About DFS
DFS is the UK’s leading furniture retailer, with a nationwide footprint of stores and a fast-growing online presence. Known for its craftsmanship and customer service, DFS recognised that evolving consumer expectations and the rapid shift to digital shopping required a fresh approach. To stay ahead, the company set out to reinvent its business around a seamless omnichannel experience — one that connected online browsing, in-store visits, delivery, and aftercare into a single, data-driven journey.
Results That
Matter
50+
Revenue Growth
360°
Customer Insights
Unified
Digital Channels
Seamless omnichannel journeys
Customer Experience
The Opportunity
With customer journeys becoming increasingly digital, DFS saw an opportunity to modernise its operations and strengthen its relationship with customers by integrating data and technology throughout the business. The challenge was to connect its physical and digital worlds — improving service, enhancing satisfaction, and driving profitability. The ambition was to use data as the foundation for every decision, from marketing to logistics, enabling DFS to create more personalised experiences and greater operational efficiency.
Solutions Delivered
Beyond partnered with DFS to deliver a comprehensive digital transformation underpinned by advanced data analytics and AI.
- Omnichannel Experience: DFS created a connected experience across online and in-store channels, investing in an e-commerce platform that allowed customers to browse, customise, and purchase seamlessly.
Advanced Data Analytics: The company adopted sophisticated analytics tools to better understand customer preferences, personalise marketing, and optimise inventory management.
AI-Driven Solutions: Artificial intelligence was introduced to enhance customer support through chatbots and virtual assistants, improving response times and satisfaction.
Supply Chain Optimisation: DFS streamlined its supply chain using digital tools to improve product availability, reduce lead times, and cut operational costs.
Results & Impact
The transformation delivered measurable results across every part of the business. Online sales increased by about 15% within the first year, while customer satisfaction scores rose by roughly 25%. Operational efficiency improved through a 30% reduction in supply chain costs, and delivery times fell by around 20%, enhancing loyalty and repeat purchase rates. Marketing performance also strengthened, with conversion rates climbing by 40% as personalised campaigns resonated more effectively with customers.
Lesson Learned
DFS’s journey shows how integrating technology across the business can deliver sustained competitive advantage. Success came from a clear focus on unifying the customer experience - ensuring that online and in-store channels worked in harmony. The project demonstrated the importance of using data to drive personalisation, agility, and efficiency, as well as the value of investing in digital tools that empower staff to make smarter, faster decisions. By aligning data strategy with business purpose, DFS positioned itself as a leader in customer-centric retailing.
There are lots of companies out there who can do big data stuff... Beyond are like an Intel inside of smart data people with the right tools who can simplify the things that we do.
Tim Stacey, Group CEO, DFS
