The Challenge: Managing a Growing Footprint
Crate & Barrel has been a go-to destination for stylish housewares, furniture, and home accessories since 1962, charming shoppers with its beautifully curated stores and signature "just-like-home" displays. Counting all of their brands—Crate & Barrel, CB2, and Hudson Grace—they operate 161 locations across Canada and the United States. The brand isn’t just a brick-and-mortar powerhouse—it’s a digital one, too.
Partnering with Uberall since 2022, Crate & Barrel ensures their stores don’t just stand out on the street but shine online, making it easier than ever for customers to find inspiration and their next must-have piece.
The Solution: Day-to-Day Simplicity
For Crate & Barrel, managing accurate store information across hundreds of locations was a logistical challenge. Heather Cordonnier, Sr. Analyst for Product Discovery at Crate and Barrel recalls the days before Uberall: “Pushing out correct store info like locations and hours in a timely manner was nearly impossible,” she says. “Most tools didn’t have a bulk editor, and support was either slow or didn’t know the answer.”
After cycling through various tools, Heather received a recommendation from a friend to try Uberall. The rest, as they say, is history!
Crate & Barrel onboarded Uberall nearly three years ago, and the experience was refreshingly smooth. With an API connection in place, Heather’s team achieved a 95% Google Business Profile completeness rate across the US and Canada, ensuring every location's details were accurate and accessible online.
“With Uberall, it’s seamless,” Heather shares. “I used to spend every Monday—and sometimes into Tuesday—checking up on our locations, especially around the holidays. Now, it’s less than an hour a week.” This newfound efficiency has allowed Heather to focus on more strategic tasks while ensuring their customers always find accurate information online.
Google Posts: Driving Foot Traffic and Conversions
Google Posts have become a cornerstone of Crate & Barrel’s location marketing strategy. Every Monday, Heather’s team reviews the Events section of their website to plan promotions. With Uberall, they can easily create and launch posts for individual stores or the entire brand.
“It’s an easy, quick, and intuitive process,” Heather says. “Google Posts are number one for visibility and getting good responses. We’re seeing foot traffic come into stores based on these promotions and a good number are converting.” By tracking click-through rates via UTM links, the team confirms these posts are not just visible—they’re driving meaningful engagement.
Review Monitoring Made Easy
Customer reviews are a key part of Crate & Barrel’s strategy, and Uberall’s review functionality gives Heather and her team the tools they need to stay on top of feedback. “Our Customer Service Team expertly handles replying to all reviews, and I can monitor trends across locations to identify issues,” she explains. This top-down view helps ensure no feedback goes unnoticed and allows the team to address potential problems proactively.
A Trusted Partnership with Uberall
Beyond the platform’s features, Crate & Barrel values the people behind Uberall. Their Customer Success Manager feels like an extension of their own team.
“Our CSM is so lovely—helpful with a casual vibe that we really appreciate,” Heather shares. “They’re knowledgeable and get back to us very quickly.” Even on the rare occasion when a support ticket is needed, Heather says the experience stands out. “They don’t stop digging once they have a good enough answer. They follow up to make sure we get to the bottom of it.”
With Uberall, Crate & Barrel has transformed its approach to managing hundreds of locations, staying responsive to customer reviews, and driving store traffic with promotions.
“Our big thing is we have a lot of locations to manage, both from an accuracy point of view and ensuring promotions are running to drive customers to stores,” Heather concludes. “We are so thrilled to have a tool to handle that.”
Uberall has become more than just a tool for Crate & Barrel—it’s a trusted partner in their journey to connect with customers, both online and offline.
From clicks to conversions – let us show you how!
