Case study
Saatva redefines the luxury sleep experience with Unified Commerce
Since 2010, Saatva has been on a mission to reinvent the luxury mattress industry through craftsmanship and exceptional customer experience. What began as a direct-to-consumer challenger brand has evolved into a leader in restorative luxury sleep. By reimagining the traditional mattress retail experience through handcrafted products, sustainably sourced materials, and white-glove delivery, Saatva treats every customer like a VIP.
As Saatva scaled from a digital-first brand to a national network of physical viewing rooms, its backend operations faced a new challenge. To maintain a premium brand promise, the company needed a payments infrastructure that could match its momentum and eliminate the friction of a fragmented system.
Moving beyond a fragmented ecosystem
Before partnering with Adyen, Saatva’s payment infrastructure was a complex web of individual integrations. Managing this ecosystem meant that every new payment method or channel expansion required manual, custom work, which hindered the team's ability to scale efficiently.
Evan Huston, Chief Technology and Digital Officer at Saatva, recalls the operational friction, "We realized that manual processes at checkout were at odds with our 'white-glove' service." The goal for Huston was clear: find a partner that could simplify operations and provide a payments experience that felt as premium as the rest of the customer journey.
One platform for every interaction
By choosing Adyen’s Unified Commerce solution, Saatva was able to consolidate its payments onto a single platform. This shift created a unified view of customers and transactions across channels, from online orders to in-person interactions, without the need for multiple vendors or complex middleware. Through the Adobe Commerce and Adyen integration, Saatva gains a unified view of the customer across online and in-store touchpoints.
Adyen’s architecture offered more than just processing; it gave Saatva:
Operational simplicity: Moving from a web of integrations to a streamlined, native tech stack.
Scalability: A partner capable of supporting rapidly growing demand and global expansion without constant manual management.
Actionable data: Utilizing payments data as a business intelligence tool to better understand customer behavior across channels.
Support from implementation to go-live
A critical factor in the partnership’s success was the level of collaboration during the transition. Adyen provided hands-on support through weekly cross-functional and technical syncs, ensuring alignment and a smooth launch. “By consistently delivering necessary fixes on a reliable two-week sprint cadence, Adyen was instrumental in executing a successful integration," shared Huston. Even post-launch, high platform stability and regular check-ins have made Adyen a dependable operational partner.
Advice for the modern retailer
For other retailers evaluating their strategy, Huston offers a clear perspective: "When evaluating your payments strategy, ask yourself: Does this support the premium experience my brand promises? By choosing a partner that scales with you, rather than one you have to manage, you free your team to focus on what matters most: innovation and the customer."
As Saatva continues to expand its national footprint and redefine what luxury sleep looks like across every touchpoint, its partnership with Adyen provides the foundation to deliver a more seamless and connected customer experience. By simplifying operations behind the scenes, Saatva can remain focused on what has always set the brand apart: exceptional craftsmanship, thoughtful service, and helping customers experience the restorative power of truly great sleep.