A purpose-built software for a national high-end furniture retailer — replacing a patchwork of spreadsheets and SaaS products with a single platform covering core parts of the business, from first enquiry to after-sales service.
High-end furniture retail looks deceptively simple from the outside — beautiful showrooms, considered product selections, knowledgeable staff. Behind the scenes, the operational reality is genuinely complex. Quotes can run to tens of thousands of dollars and go through multiple revisions. A single project might involve an interior designer as the trade contact, a homeowner as the end client, and a secondary contact at an architecture firm. Stock arrives in containers from Europe on long lead times. Commission structures vary by salesperson, product category, and whether the sale is retail or trade.
With multiple showrooms across three states and a growing team of salespeople, managers, and support staff, the business needed its systems to keep pace. The goal was a single platform that gave every team member — from a salesperson writing a quote in Perth to a manager reviewing the national pipeline in Melbourne — instant access to everything they needed, without duplication of effort.
Off-the-shelf CRM and ERP tools don't understand the specifics of this industry: the relationship between trade accounts and end clients, the way containers move through customs, or how commission ladders reset each quarter. The brief was to build something purpose-built — software that works the way the business works, not the other way around.
"We needed something that understood our business — trade accounts, retail clients, designers, containers. There was nothing off the shelf that came close."
TURI was built from scratch over an extended engagement, with each module designed around detailed discovery sessions with the staff who would actually use it. The system grew organically — the quoting module came first, then order management, then commission tracking, then the presentation tools — each addition informed by how the previous module was being used in practice.
The result is a platform that covers the entire business lifecycle, with role-based access ensuring that sales staff see what they need, managers see everything, and administrators can configure the system without developer involvement.
TURI is now the operating backbone of the business. Every quote, every order, every client interaction flows through the platform. Salespeople start their day on the daily tasks dashboard — orders to confirm, arrivals to process, deposits outstanding — and manage their entire pipeline without leaving the system.
Commission calculations that previously took a manager most of a day now happen automatically. The Sales Ladder updates in real time as quotes are marked won, giving salespeople visibility into their own performance and managers an accurate picture of where each person sits against their targets.
The trade account model — where an interior designer is the billing contact and the end client is the homeowner — is handled cleanly in the CRM, something no off-the-shelf tool managed without significant workarounds. Managers can see every quote linked to a designer account, track conversion rates, and identify which trade relationships are driving the most revenue.
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