Omnichannel

Freedom Furniture taps Coveo to boost product discovery in omnichannel shopping

Photo: Adobe Stock

April 1, 2025

Freedom Furniture, an Australian and New Zealand retailer, has deployed Coveo's AI Platform across 60 stores to improve product discovery during the omnichannel shopping experience.

Early results, within the first 30 days, show a 15% uplift in customer sessions and a 5.5% improvement in average order value year over year for customers engaging with with onsite search, according to a press release.

Over the past 18 months, Freedom experienced a nearly fivefold increase in its product offerings, expanding its catalog from 10,000 to 45,000 items and counting.

The rapid growth, combined with evolving online shopper expectations and ambitious plans for the future, led the company to re-evaluate its e-commerce technology stack.

Freedom replatformed its digital channel with SAP Commerce Cloud in 2020, boosting the share of online sales from just 6% to 25% and chose Coveo's AI Platform to support their online growth.

"We believe in harnessing advanced digital technologies, including AI, to provide the best possible customer experience we can deliver, driving business growth as a result," Paula Mitchell, digital general manager at Freedom, said in the release. "Coveo provides the robust AI functionality we need to power intuitive, hyper-personalized shopping journeys while scaling with our growth. We see Coveo as an innovation partner whose AI roadmap will continue to push the boundaries of what we can deliver for our customers."