Sonos creates connected customer experiences to amplify relationships.

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"> <span class=" header-text "> Sonos creates connected customer experiences to amplify relationships. </span> </h1> </div> <div class="socialMediaSharingComponent section"> <div> <div class="share-icon-row margin-10-bottom-sm"> <div class="share-icon"> <a target="_blank" href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/resources/customer-stories/sonos-connected-experiences-build-customer-relationships/" title="Facebook" alt="Facebook"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/facebook-day.svg?version=202510" alt="Facebook" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a class="twitter" target="_blank" href="https://twitter.com/intent/tweet?url=https://www.salesforce.com/resources/customer-stories/sonos-connected-experiences-build-customer-relationships/&text=Sonos%20creates%20connected%20customer%20experiences%20to%20amplify%20relationships.&via=salesforce" title="Twitter" alt="Twitter" data-pagetitle="Sonos creates connected customer experiences to amplify relationships."> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/twitter-day.svg?version=202510" alt="Twitter" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> <div class="share-icon"> <a target="_blank" href="https://www.linkedin.com/cws/share?url=https://www.salesforce.com/resources/customer-stories/sonos-connected-experiences-build-customer-relationships/" title="LinkedIn" alt="LinkedIn"> <img data-src="//www.salesforce.com/content/dam/web/global/svg-icons/linkedin-day.svg?version=202510" alt="LinkedIn" class="lazy text-salesforce-gray salesforce-social-icon " src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif"/> </a> </div> </div> </div> </div> <div class="headingComponent parbase section"> <p id="learn-how-sonos-adapted-to-customer-needs-during-the-pandemic-with-one-integrated-platform" class=" h3 text-stratus text-left salesforce-sans-bold margin-20-top-lg margin-20-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Learn how Sonos adapted to customer needs during the pandemic with one integrated platform. </span> </p> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-30-bottom-lg text-size-default line-height-32 "> <p>At <a href="https://www.sonos.com/en-us/home" target="_blank">Sonos</a>, premium experiences are everything. As the inventor of multi-room wireless home audio, Sonos innovation helps the world listen better by giving people access to the content they love and allowing them to control it however and wherever they choose.</p> <p>But when the COVID-19 pandemic shut down brick-and-mortar retailers across the country, Sonos lost its traditional path to consumers. Immediately, Sonos had to find a way to bring the power of the in-store experience online, doubling down on digital-first revenue and ecommerce.</p> <p>Since then, the company has been able to continue building customer relationships despite the unexpected shift and restrictions on in-person distribution channels. By directly interacting with customers across commerce, service, and marketing, Sonos was able to increase its <a href="/products/commerce-cloud/ecommerce/?d=cta-body-promo-522">direct-to-consumer (D2C)</a> share of the business — all from <a href="/products/?d=cta-body-promo-523">one integrated platform</a>.</p> <p>Patrick Spence, CEO at Sonos, has been at the company for more than 12 years, applying his expertise in hardware and software technology to help listeners design the soundtrack of their lives. Because of the work he and his team had done upfront to build a connected platform, Sonos was able to quickly pivot to D2C experiences when it mattered most.</p> <p>Let’s take a look at how Patrick and the team at Sonos are using <a href="/products/?d=cta-body-promo-524">Einstein 1</a> to change how they grow their relationships with customers in ways that meet their evolving needs.</p> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper container-fluid margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="related-content" class=" avantgarde-m text-stratus text-left avant-garde-demi margin-30-top-xs margin-10-bottom-xs " style="; 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500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-30-top-xs margin-20-bottom-lg margin-0-bottom-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper xs-min-height-300" style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-9"><div class="headingComponent parbase section"> <div id="theres-a-time-in-a-customers-journey-where-they-might-run-into-an-issue-or-a-problem-and-that-is-a-defining-moment-where-you-can-either-rise-to-the-occasion-and-help-them-or-not-if-you-can-address-it-you-raise-the-value-in-the-mind-of-the-customer" class=" avantgarde-lgr text-stratus text-left avant-garde-demi hidden-xs hidden-sm col-xs-9 col-sm-11 col-md-8 col-lg-10 margin-20-top-lg margin-10-top-md margin--10-top-xs margin-40-right-lg margin-10-bottom-lg margin-20-bottom-sm margin-10-bottom-xs " style="; "> <span class=" header-text "> “There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer.” </span> </div> </div> <div class="headingComponent parbase section"> <div id="patrick-spence" class=" avantgarde-medium text-stratus text-left avant-garde-demi hidden-xs hidden-sm col-xs-9 col-sm-12 col-lg-11 margin-20-top-lg margin-0-top-xs margin-40-right-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> Patrick Spence </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-0-top-xs hidden-xs hidden-sm text-size-default line-height-default "> <span class="text-stratus">CEO</span> </div> </div> <div class="headingComponent parbase section"> <div id="theres-a-time-in-a-customers-journey-where-they-might-run-into-an-issue-or-a-problem-and-that-is-a-defining-moment-where-you-can-either-rise-to-the-occasion-and-help-them-or-not-if-you-can-address-it-you-raise-the-value-in-the-mind-of-the-customer" class=" avantgarde-m text-stratus text-left avant-garde-demi hidden-md hidden-lg col-xs-10 col-sm-11 col-lg-6 margin-0-top-sm margin-0-top-xs margin-40-right-xs margin-10-bottom-lg margin-10-bottom-sm margin-10-bottom-xs " style="; "> <span class=" header-text "> “There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer.” </span> </div> </div> <div class="headingComponent parbase section"> <div id="patrick-spence" class=" avantgarde-medium text-stratus text-left avant-garde-demi hidden-md hidden-lg col-xs-9 col-sm-12 col-lg-11 margin-20-top-lg margin-0-top-xs margin-40-right-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> Patrick Spence </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-0-top-xs hidden-md hidden-lg text-size-default line-height-default "> <p><span class="text-stratus">CEO</span></p> <p> </p> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <div id="table-of-contents" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Table of Contents </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step1">Step 1: Connect with shoppers anytime, anywhere.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step2">Step 2: Scale service to meet changing customer needs.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="#step3">Step 3: Empower employees with seamless, intelligent experiences.</a> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-30-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <a href="#step4">Step 4: Build loyalty with targeted journeys.</a> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-rain bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h2 id="in-their-own-words" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-20-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> In Their Own Words... </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> <div style="text-align: left;">In this video <b>(2:24)</b>, hear Sonos CEO Patrick Spence describe how the company pivoted to (and thrived with) direct-to-consumer operations almost overnight despite having a remote customer service team.</div> </div> </div> <div class="videoComponent vy-player parbase section"><div class="margin-10-top-lg margin-30-bottom-lg "> <div class="vy-player-container "> <div class="vidyard-player-embed" data-uuid='J3QFyhdTBSHNGVWfRuwnJz' data-v="4" data-type="inline"></div> </div> <script type="text/javascript" data-uuid='J3QFyhdTBSHNGVWfRuwnJz'> window.SfdcWwwBase && window.SfdcWwwBase.videoComponent && window.SfdcWwwBase.videoComponent.updateChapter(document.scripts[document.scripts.length - 1].getAttribute("data-uuid")); if(!window.vidyardEmbed){ window.videoUtils && window.videoUtils.loadScriptOnce("https://play.vidyard.com/embed/v4.js", "Vidyard", true); } else { window.vidyardEmbed.api.renderDOMPlayers(); } </script> </div> <script> (function($) { // Add 'Configuration' global object with details of our Adobe Analytics instance window.Configuration = window.Configuration || {}; var rsid = (typeof Server !== 'undefined') ? 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Connect with shoppers anytime, anywhere. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Prior to the pandemic, Sonos was already focused on improving D2C ecommerce sales through its website. But an unprecedented influx of ecommerce during quarantining (and little time to prepare) forced the company to accelerate its plans. With no brick-and-mortar retailer partners open to sell Sonos products during the early days of the pandemic, the company turned to its website to connect with customers directly.</p> <p> Because Sonos already had <a href="/products/?d=cta-body-promo-525">centralized data and a 360-degree view</a> of customers in place, the company was able to address the flood of <a href="/products/?d=cta-body-promo-526">B2C transactions</a> with seamless, connected digital experiences across every touchpoint, no matter which department consumers interacted with. And by scaling both digital commerce and marketing, Sonos was able to message and advise customers of changes or delays in fulfillment directly in shopping carts to set the right expectations with delivery estimates. The result was an 84% increase in ecommerce growth year over year.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-0-top-xs margin-20-bottom-lg margin-0-bottom-xs margin-20-left-lg margin-0-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy hidden-xs hidden-sm img-responsive margin-10-top-lg margin-0-top-xs margin-30-right-lg center-img-horizontally " alt="84%" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-84-percent-2.png"/> <img class="lazy hidden-md hidden-lg img-responsive margin-10-top-lg margin-0-top-xs margin-30-right-lg center-img-horizontally " alt="84%" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-84-percent-2.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="year-over-year-ecommerce-growth" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-30-top-sm margin-20-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Year-over-year ecommerce growth </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> In addition to its B2C commerce presence, Sonos also manages a <a href="/products/commerce-cloud/b2b-ecommerce/?d=cta-body-promo-527">digital B2B storefront</a> for small and midsize dealers. But like consumers, business customers often have questions too. To continue managing global dealer and installer relationships with seamless service, Sonos set up a <a href="/products/experience-cloud/overview/?d=cta-body-promo-528">B2B community</a> that houses everything from knowledge articles to podcasts to act as the main source of information for business customers. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/commerce-day.svg?version=1739587472667') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/commerce-cloud/overview/?d=cta-body-promo-529"> <span> Learn more about Commerce Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/communities-day.svg?version=1739587472676') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/experience-cloud/overview/?d=cta-body-promo-531"> <span> Learn more about Experience Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <h2 id="step2" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-40-top-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> 2. Scale service to meet changing customer needs. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>Alongside dramatic increases in D2C sales, Sonos also saw an increase in service requests. With a <a href="/products/service-cloud/overview/?d=cta-body-promo-532">digital service strategy</a> and single source of truth already in place, Sonos could scale to meet these increased requests by augmenting agents’ productivity with <a href="/products/platform/einstein-automate/?d=cta-body-promo-533">AI and automated tools</a> to resolve customer needs. For customers who prefer to speak with a live person for support, Sonos adopted a <a href="/products/service-cloud/solutions/call-center-management/?d=cta-body-promo-534">voice tool</a> to deliver the same level of personalization and intelligence by phone, resulting in 10% faster call resolution. And with a convenient user community of <a href="/products/experience-cloud/overview/?d=cta-body-promo-535">knowledge articles</a>, customers could also use self-service for quicker answers.</p> <p>“The customer doesn’t think about just needing service. They think about their entire experience with Sonos. So why wouldn’t we?” said Ruth Sleeter, CIO, Sonos.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg " alt="Service Cloud equips teams with an omni-channel console, built-in productivity tools, automation, AI, and a unified view of every case detail and customer interaction." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/service-cloud/sfdc-service-customer-service-overview.png"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg hidden-xs text-size-legal line-height-32 "> <div style="text-align: left;"><i>Service Cloud equips teams with an omni-channel console, built-in productivity tools, automation, AI, and a unified view of every case detail and customer interaction.</i></div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg hidden-sm hidden-md hidden-lg text-size-legal line-height-32 "> <div style="text-align: center;"><i>Service Cloud equips teams with an omni-channel console, built-in productivity tools, automation, AI, and a unified view of every case detail and customer interaction.</i></div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p><a href="/products/service-cloud/automated-customer-service/?d=cta-body-promo-536">Chatbots</a> also allowed Sonos to address more customer needs, while providing an interactive experience. And because the chatbots are connected to CRM, they can even help customers with requests like open case lookup or order status, resulting in a 40%+ deflection rate in case volume.</p> <p>Using a single view of each customer’s case and order history, agents can deliver more personalized and efficient service, saving 5 hours per week.</p> <p>Sonos is also wall-to-wall on <a href="/products/slack/overview/?d=cta-body-promo-772">Slack</a> with several automated workflows, making it easy to operate as a cohesive unit despite working remotely across distributed teams. Teams can swarm on a case <a href="/products/service-cloud/overview/?d=cta-body-promo-773">alongside service data</a> to make informed decisions that result in seamless service experiences.</p> <p>Third party service agents can join the conversation too. <a href="https://slack.com/connect" target="_blank">Slack Connect</a> allows Sonos to include them using shared channels — without requiring intense guest account management.</p> <p>And customers benefit from helpful, engaging experiences that they want to share with friends and family. Amidst the pandemic, Sonos was able to achieve its 16th year of revenue growth.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-4 col-lg-4"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-cirrus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg "> <p class="value text-center">40<span class="symbol-trailing">%+</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="deflection-in-case-volume" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-bottom-lg " style="; "> <span class=" header-text "> deflection in <br/> case volume </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-4 col-lg-4"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-rain bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-center col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-stratus metric-lg margin-30-top-lg "> <p class="value text-center">10<span class="symbol-trailing">%</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="decrease-in-average-call-time" class=" h4 text-stratus text-center salesforce-sans-bold margin-10-top-lg margin-30-bottom-lg " style="; "> <span class=" header-text "> decrease in <br/> average call time </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-4 col-lg-4"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" removeGutters columns-wrapper container-fluid column-container-component"> <div class="bg-stratus bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="metricComponent parbase section"><div class="metric center-div text-snow metric-lg margin-30-top-lg "> <p class="value text-center">5<span class="symbol-trailing">hours</span></p> </div> </div> <div class="headingComponent parbase section"> <p id="per-week-saved-in-productivity" class=" h4 text-snow text-center salesforce-sans-bold margin-10-top-lg margin-30-bottom-lg " style="; "> <span class=" header-text "> per week saved <br/> in productivity </span> </p> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/service-day.svg?version=1739587472725') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/service-cloud/overview/?d=cta-body-promo-537"> <span> Learn more about Service Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-rain bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style="min-height: 400px; 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-sm margin-10-top-xs margin-10-bottom-lg margin-0-bottom-xs margin-10-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg margin-10-top-xs margin-0-bottom-lg margin-0-bottom-xs margin-0-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style="min-height: 100px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="ready-to-implement-strategic-customer-service-get-the-state-of-service-report" class=" avantgarde-m text-stratus text-left avant-garde-demi col-xs-10 col-lg-11 margin-60-top-lg margin-30-top-md margin-10-top-sm margin-30-top-xs margin-20-bottom-lg margin-10-bottom-xs margin-10-left-lg " style="; "> <span class=" header-text "> Ready to implement strategic customer service? Get the “State of Service” report. </span> </h4> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive hidden-xs margin-50-right-lg margin-20-bottom-lg margin-0-left-lg margin-40-left-xs " alt="“State of Service” Report Cover" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/state-of-service-small.jpg"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="imageComponent parbase section"> <div class=" image-link"> <img class=" img-responsive hidden-sm hidden-md hidden-lg margin-50-right-lg margin-20-right-xs margin-20-bottom-xs margin-0-left-lg margin-40-left-xs center-img-horizontally " alt="“State of Service” Report Cover" src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/state-of-service-small.jpg" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/state-of-service-small.jpg"/> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-lg margin--10-top-xs margin-40-bottom-lg margin-0-bottom-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="formContainerV2 parbase section"><div class="form-container-v2 sfdc-form-day sfdc-form-closed sfdc-form-small "> <div class="form-header-wrap"> <div class="headingComponent parbase section"> <h4 id="please-fill-out-the-form-to-see-what-7000-service-professionals-across-33-countries-have-to-say-about-the-strategic-role-of-customer-service-today" class=" h4 text-night text-left salesforce-sans-regular col-sm-12 col-md-12 col-lg-12 margin--10-top-xs margin-10-right-lg margin-10-bottom-lg margin-0-left-lg " style="; "> <span class=" header-text "> Please fill out the form to see what 7,000+ service professionals across 33 countries have to say about the strategic role of customer service today. </span> </h4> </div>  </div>  <form name="reg_form" method="post" class="form-builder-form sfdc-form-adaptive-label " data-sfdc-form="dynamic:true,signup:false,event:false,paginated:false,formType:lead,cookieRead:true,cookieWrite:true,closeTimeout:-1,minHeight:,disableDB:false,locale:en_us,submitEvent:"> <input type="hidden" name="skipForm" value="true"/> <input type="hidden" data-skip-form name="mcloudFormName" value="GLOB_MAIN_T2L1_OCMS_LCS1"/> <input type="hidden" data-skip-form name="conf_page"/> <input type="hidden" data-skip-form name="FormCampaignId" value="7013y0000022O4HAAU"/> <input type="hidden" data-skip-form name="Lead.Primary_Product_Interest__c" value="Service Cloud"/> <input type="hidden" data-skip-form name="PartnerPromoCode" value="None"/> <input type="hidden" data-skip-form name="tab_campaign_id"/> <input type="hidden" data-skip-form name="formCategory"/> <input type="hidden" data-skip-form name="DriverCampaignId" value="70130000000sUVq"/> <input class="sr-hidden" type="text" name="Region__c" autocomplete="off" tabindex="-1" aria-hidden="true"/> <input class="sr-hidden" type="checkbox" name="validForm" autocomplete="off" tabindex="-1" aria-hidden="true"/> <div class="fields-container section"> <div class="fields-wrapper clearfix"> <div class="field-container-50"><div class="firstName textFieldInput section"> <div class="field "> <input id="UserFirstName" type="text" name="UserFirstName" aria-required="true" required="true"/> <label for="UserFirstName" class="placeholder"> First name </label> <span class="error-msg">Enter your first name</span> </div> </div> </div> <div class="field-container-50"><div class="lastName textFieldInput section"> <div class="field "> <input id="UserLastName" type="text" name="UserLastName" aria-required="true" required="true"/> <label for="UserLastName" class="placeholder"> Last name </label> <span class="error-msg">Enter your last name</span> </div> </div> </div> </div> </div> <div class="fields-container section"> <div class="fields-wrapper clearfix"> <div class="field-container-50"><div class="title textFieldInput section"> <div class="field "> <input id="UserTitle" type="text" name="UserTitle" aria-required="true" required="true"/> <label for="UserTitle" class="placeholder"> Job title </label> <span class="error-msg">Enter your title</span> </div> </div> </div> <div class="field-container-50"><div class="emailInput textFieldInput section"> <div class="field "> <input 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selected value="">Employees</option> <option value="10">1 - 20 employees</option> <option value="95">21 - 200 employees</option> <option value="500">201 - 10,000 employees</option> <option value="15000">10,001+ employees</option> </select> <label for="CompanyEmployees" class="placeholder">Employees</label> <span class="error-msg">Select the number of employees</span> </div> </div> </div> </div> </div> <div class="fields-container section"> <div class="fields-wrapper clearfix"> <div class="field-container-50"><div class="phoneInput textFieldInput section"> <div class="field "> <input id="UserPhone" type="tel" name="UserPhone" aria-required="true" required="true"/> <label for="UserPhone" class="placeholder"> Phone </label> <span class="error-msg">Enter a valid phone number</span> </div> </div> </div> <div class="field-container-50"><div class="country-state-group section"> <div class="cntry-wrap section"> <div class="country_field selectFieldInput"> <div class="field "> <select 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Empower employees with seamless, intelligent experiences. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-40-bottom-lg text-size-default line-height-32 "> <p>Keeping data centralized has allowed Sonos employees to work faster and smarter than ever. <a href="/products/platform/einstein-automate/?d=cta-body-promo-539">Automated workflows</a> within the platform have helped Sonos reduce training times and onboard new agents quicker by connecting multiple processes and teams into one seamless workflow — so employees can start helping customers faster.</p> <p>Plus, customer service managers can <a href="/products/service-cloud/features/workforce-engagement/?d=cta-body-promo-540">forecast service demand</a> and build omni-channel capacity plans in real time with AI, ensuring proper staffing to deliver the best possible service.</p> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper bg-center-top bg-cover column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-inline-dharam-quote-1600-2.jpg"> </div> </div> <div class="visible-md"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-inline-dharam-quote-1440-2.jpg"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-inline-dharam-quote-1024-2.jpg"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper column-container-image lazy bg-center-top bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-inline-dharam-qoute-mobile.png"> </div> </div> <div class="container"> <div class="row columns-wrapper xs-min-height-500" style="min-height: 550px; 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-30-top-xs margin-20-bottom-lg margin-0-bottom-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper xs-min-height-300" style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="spacerComponent parbase section"><div class="spacer hidden-xs hidden-sm hidden-lg" style="height:10px;"></div> </div> <div class="headingComponent parbase section"> <div id="with-service-cloud-our-employees-can-collaborate-across-different-organizations-data-sets-and-dashboards-to-deliver-service-in-a-consistent-manner-no-matter-where-they-are-in-the-world" class=" avantgarde-lgr text-stratus text-left avant-garde-demi hidden-xs hidden-sm col-xs-9 col-sm-11 col-md-12 col-lg-11 margin-60-top-lg margin-40-top-md margin-60-top-sm margin--10-top-xs margin-10-bottom-lg margin-20-bottom-sm margin-10-bottom-xs margin-100-left-lg margin-20-left-md margin-0-left-xs " style="; "> <span class=" header-text "> “With Service Cloud, our employees can collaborate across different organizations, data sets, and dashboards to deliver service in a consistent manner, no matter where they are in the world.” </span> </div> </div> <div class="headingComponent parbase section"> <div id="dharam-rai" class=" avantgarde-medium text-stratus text-left avant-garde-demi hidden-xs hidden-sm col-xs-9 col-sm-12 col-lg-12 margin-20-top-lg margin-0-top-xs margin-0-bottom-xs margin-100-left-lg margin-20-left-md margin-0-left-sm " style="; "> <span class=" header-text "> Dharam Rai </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-0-top-xs margin-100-left-lg margin-20-left-md margin-0-left-sm hidden-xs hidden-sm text-size-default line-height-default "> <span class="text-stratus">Vice President of Customer Experience</span> </div> </div> <div class="headingComponent parbase section"> <div id="with-service-cloud-our-employees-can-collaborate-across-different-organizations-data-sets-and-dashboards-to-deliver-service-in-a-consistent-manner-no-matter-where-they-are-in-the-world" class=" avantgarde-m text-stratus text-left avant-garde-demi hidden-md hidden-lg col-xs-12 col-sm-9 col-lg-12 margin-60-top-sm margin-0-top-xs margin-40-right-xs margin-10-bottom-lg margin-10-bottom-sm margin-10-bottom-xs margin-100-left-sm margin-0-left-xs " style="; "> <span class=" header-text "> “With Service Cloud, our employees can collaborate across different organizations, data sets, and dashboards to deliver service in a consistent manner, no matter where they are in the world.” </span> </div> </div> <div class="headingComponent parbase section"> <div id="dharam-rai" class=" avantgarde-medium text-stratus text-left avant-garde-demi hidden-md hidden-lg col-xs-9 col-sm-12 col-lg-11 margin-20-top-lg margin-0-top-xs margin-40-right-lg margin-0-bottom-xs margin-100-left-sm margin-0-left-xs " style="; "> <span class=" header-text "> Dharam Rai </span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-0-top-lg margin-0-top-xs margin-100-left-sm margin-0-left-xs hidden-md hidden-lg text-size-default line-height-default "> <p><span class="text-stratus">Vice President of Customer Experience</span></p> <p> </p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-top-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> Sonos also powers its business with 29 <a href="https://appexchange.salesforce.com/?d=cta-body-promo-775" target="_blank">app integrations</a>. This includes <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N30000001taX4EAI" target="_blank">DocuSign</a>, which Sonos uses to power and automate legal and procurement processes all in one platform, as well as <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH" target="_blank">Amazon Connector CTI Adapter</a> to deliver engaging service at scale. With additional business capabilities integrated into the platform, Sonos can scale with confidence, elevate the employee experience, and ultimately better serve its customers. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/c360platform-day.svg?version=1739587473029') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/platform/overview/?d=cta-body-promo-544"> <span> Learn more about the Salesforce platform <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> <div class="videoComponent vy-player parbase section"><div class="margin-10-top-lg margin-20-top-xs margin-20-bottom-lg "> <div class="vy-player-container "> <div class="vidyard-player-embed" data-uuid='t1xyJrR2sN3Fbq7ujyoppK' data-v="4" data-type="inline"></div> </div> <script type="text/javascript" data-uuid='t1xyJrR2sN3Fbq7ujyoppK'> window.SfdcWwwBase && window.SfdcWwwBase.videoComponent && window.SfdcWwwBase.videoComponent.updateChapter(document.scripts[document.scripts.length - 1].getAttribute("data-uuid")); if(!window.vidyardEmbed){ window.videoUtils && window.videoUtils.loadScriptOnce("https://play.vidyard.com/embed/v4.js", "Vidyard", true); } else { window.vidyardEmbed.api.renderDOMPlayers(); } </script> </div> <script> (function($) { // Add 'Configuration' global object with details of our Adobe Analytics instance window.Configuration = window.Configuration || {}; var rsid = (typeof Server !== 'undefined') ? Server.getAccount() : ''; $.extend(window.Configuration, { PUBLISHER: '8D6C67C25245AF020A490D4C@AdobeOrg', MCID: '8D6C67C25245AF020A490D4C@AdobeOrg', NAMESPACE: 'salesforce', CHANNEL: 'salesforce', RSID: rsid, TRACKING_SERVER: 'salesforce.sc.omtrdc.net', HEARTBEAT_TRACKING_SERVER: 'salesforce.hb.omtrdc.net', DEBUG: false }); }(jQuery)); // End of IIFE </script> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg hidden-xs text-size-legal line-height-32 "> <div style="text-align: left;"><i>In this short video <b>[2:24]</b>, hear how Sonos was able to scale at a critical time to serve customers faster and smarter with automation, AI, and data at employees’ fingertips.</i></div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg hidden-sm hidden-md hidden-lg text-size-legal line-height-32 "> <div style="text-align: center;"><i>In this short video <b>[2:24]</b>, hear how Sonos was able to scale at a critical time to serve customers faster and smarter with automation, AI, and data at employees’ fingertips.</i></div> </div> </div> <div class="headingComponent parbase section"> <h2 id="step4" class=" avantgarde-m text-stratus text-left avant-garde-demi col-lg-11 margin-20-top-lg margin-10-top-xs margin-10-bottom-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> 4. Build loyalty with targeted journeys. </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-60-right-lg margin-0-right-md text-size-default line-height-32 "> <p>To sell directly to consumers, communicating with them one-on-one is critical. But Sonos is not interested in just creating one-time customers. <a href="/products/marketing-cloud/overview/?d=cta-body-promo-545">Data-first digital marketing</a> allows Sonos to create <a href="/products/marketing-cloud/journey-management/?d=cta-body-promo-776">personalized customer journeys</a> based on login patterns, shopping cart abandonment behavior, and other usage data to build loyalty that results in repeat purchases.</p> <p>At the start of the pandemic when the supply chain was heavily impacted, Sonos was able to quickly update its website to accurately reflect product availability and lead times. And with behavioral triggers in place for user emails captured through the site, Sonos has been able to <a href="/products/marketing-cloud/email-marketing/?d=cta-body-promo-777">personalize and automate email notifications</a> when products that the customer is interested in are back in stock or have dropped in price.</p> <p>In addition to <a href="/products/commerce-cloud/ecommerce/?d=cta-body-promo-546">messaging customers directly in carts</a>, Sonos also set up retargeting efforts, creating multiple <a href="/products/marketing-cloud/digital-advertising/?d=cta-body-promo-778">ad campaigns</a> on owned and paid channels to redirect consumers from competitor search results.</p> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-0-top-xs margin-20-bottom-lg margin-0-bottom-xs margin-20-left-lg margin-0-left-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 1,000"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy hidden-xs hidden-sm img-responsive margin-10-top-lg margin-0-top-xs margin-30-right-lg center-img-horizontally " alt="40%" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-40-percent-2.png"/> <img class="lazy hidden-md hidden-lg img-responsive margin-10-top-lg margin-0-top-xs margin-30-right-lg center-img-horizontally " alt="40%" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/customer-stories/sonos/production-sonos-40-percent-2.png"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="headingComponent parbase section"> <div id="increase-in-scale-with-marketing-cloud" class=" avantgarde-m text-cirrus text-left avant-garde-demi col-lg-12 margin-100-top-lg margin-60-top-md margin-30-top-sm margin-20-top-xs margin-10-bottom-lg margin-20-bottom-xs " style="; "> <span class=" header-text "> Increase in scale with Marketing Cloud </span> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-bottom-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/marketing-day.svg?version=1739587473053') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/marketing-cloud/overview/?d=cta-body-promo-547"> <span> Learn more about Marketing Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <div class=" h2 text-night text-center salesforce-sans-regular margin-10-top-lg margin-0-top-sm margin--10-bottom-sm " style="; "> <svg style="background:url('/content/dam/web/global/icons/product/commerce-day.svg?version=1739587473062') no-repeat;" class="salesforce-icon cloud-icon-all " aria-hidden="true" alt=""> </svg> <span class=" header-text head-text "> </span> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"><div class="buttonCTAComponent parbase section"> <div class="margin-20-top-lg margin-0-top-sm text-center "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg simple-link salesforce-sans-bold " data-content-replacement-close-color="sfdc-swap-button-day" href="/products/commerce-cloud/ecommerce/?d=cta-body-promo-548"> <span> Learn more about Commerce Cloud <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="col text-left col-xs-12 col-sm-5 col-md-5 col-lg-5"> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-60-right-lg margin-0-right-md margin-10-bottom-lg text-size-default line-height-32 "> Like all other businesses, Sonos could not have anticipated the massive influx of D2C sales it received during the pandemic. But having one shared view of customer data that increased collaboration and alignment among its teams was the difference between surviving and thriving. 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