CASE STUDY
MillerKnoll designs a connected retail experience
MillerKnoll, the design collective behind brands like Herman Miller and Design Within Reach, knows that good design improves lives. But until recently, their retail experience faced a common obstacle: disconnected channels. Shoppers moving between online stores and physical showrooms experienced disconnected systems, making it difficult for associates to access customer information and continue conversations across channels.
To fix this, MillerKnoll broke down these walls to build a unified retail journey.
313%
growth in digital revenue in the first year
20%
increase in store associate efficiency with mobile POS
10%
lift in digital conversion rates
Modernizing the showroom floor
MillerKnoll started by moving away from traditional, heavy point of sale (POS) setups that felt out of place in high-end showrooms. Instead, they equipped store associates with iPads running a mobile-first checkout system.
Supported by Adyen’s global platform, MillerKnoll rolled out Tap to Pay on iPhone across all Design Within Reach outlets and Herman Miller retail store locations. Associates can now assist shoppers directly on the showroom floor, check live inventory, and accept secure payments on a single device without any extra hardware.
If a customer wants to complete a purchase later or remotely, associates use Pay by Link. If the showroom loses internet connection, a secure offline mode keeps transactions running smoothly.
This flexibility allows associates to spend less time managing checkout and more time serving customers. The result? Store associate efficiency jumped 20%.
Nadia Qureshi, VP, Global Head of Partnerships at Adyen noted, “MillerKnoll's success is a testament to the power of a truly unified commerce strategy. By connecting Adyen's financial technology platform with Salesforce, we're enabling brands to create seamless, personal, and context-aware experiences for their customers, whether they're shopping online or on the showroom floor. It’s about empowering associates and delighting shoppers at every step.”
Making business buying simpler
The transformation didn't stop with everyday shoppers. MillerKnoll also rebuilt its B2B operations. Through dedicated professional storefronts, these highly customized B2B portals support some of Miller Knoll’s largest enterprise clients by seamlessly connecting the Dealer, the Customer, and MillerKnoll within a unified digital ecosystem. Buyers can access curated product sets and exclusive pricing without dealing with complex, traditional contracts; and use digital project boards to collaborate on designs and approve orders instantly.
By connecting its global dealer network with sales and service teams, MillerKnoll now gives its teams a single source of truth for customer history and preferences. This removes the friction from professional furniture procurement, helping B2B teams drive increased order value.
"Retailers shouldn't have to choose between operational simplicity and exceptional customer experiences."
Nadia Qureshi
VP, Global Head of Partnerships, Adyen
The impact year one
By connecting marketing, commerce, and backend operations—including NetSuite and Adyen —MillerKnoll keeps operational complexity completely behind the scenes.
"Salesforce is proud to partner with MillerKnoll on their digital transformation journey. Their success demonstrates what unified commerce really means—breaking down silos between online, in-store, and B2B channels to create one seamless experience. It shows the power of what a connected platform can do." said Nitin Mangtani, EVP & GM - Agentforce Commerce, Salesforce.
The impact of this unified approach speaks for itself:
313% growth in digital revenue in the first year
20% increase in store associate efficiency with mobile POS
10% lift in digital conversion rates
“Embracing these capabilities has given us an opportunity to create a unified experience across our portfolio of brands, including Herman Miller, Design Within Reach, and Knoll,” says Frank DeMaria, SVP Software & Infrastructure Engineering, MillerKnoll. “We’re already seeing the increase in online sales and customer delight.”
Today, MillerKnoll delivers a more connected experience for customers while giving its teams the tools and information they need to serve them more effectively.