Designing success: How MadeiraMadeira enhances the in-store experience with Cyncly Spaces Flex

Although MadeiraMadeira has always stood out in e-commerce, modular furniture sales presented a unique challenge.

Previously, the company relied on an external design service to create 3D modular projects for customers. This model was part of the operational structure at the time and supported the delivery of personalized designs. However, because the process involved sending requests to another team, the service flow included additional steps until the project was completed and returned. When adjustments were needed, the process followed the same workflow.

According to Selma Cristina Gonçalves, Head of Stores at MadeiraMadeira, the company identified an opportunity to evolve this model to increase consultant autonomy and make the customer journey even more seamless: 

“The process included an additional step with the design team, which was part of our operation at the time. As our stores expanded and demand for modular projects grew, we saw an opportunity to bring this step into the in-store experience with Spaces Flex, increasing consultant autonomy and making the service more dynamic.”

The team also did not have in-house expertise to create modular kitchen and bedroom projects directly with customers, which made the process dependent on this operational structure.

To address these challenges, MadeiraMadeira implemented Spaces Flex with the goal of bringing speed, autonomy, and quality to the creation of modular kitchen, bedroom, and wardrobe designs.

The rollout began with a pilot in six stores, selected for their high potential in modular product sales. During this initial phase, the team observed significant improvements in both the share of modular product sales and average order value (AOV) whenever projects were created using Spaces Flex.

Based on these results, the company gradually expanded usage to more than 50 stores.

As consultants gained experience, best practices were shared internally, and Spaces Flex became a mandatory part of onboarding for new employees, ensuring consistent adoption across the company’s showroom network.

Today, two main teams use the tool: Guides are consultants who work in physical stores, directly assisting customers, while telesales teams (TDV) provide real-time remote support to online shoppers who request assistance.

By enabling consultants to create personalized modular kitchen and bedroom projects on-site, Spaces Flex simplified the design and sales process, improved personalization, and increased customer confidence at the moment of purchase.

In less than 10 months, MadeiraMadeira created more than 22,000 modular kitchen and bedroom projects using Spaces Flex.

The solution has become an essential part of the in-store experience, enhancing both customer engagement and sales performance.

Consultants have shifted their focus to modular kitchen and bedroom lines, which allow for more complete and personalized projects — resulting in higher average order values.

With the platform, consultants can create precise and personalized layouts in real time, helping customers visualize how modular furniture fits perfectly into their space.

Real-time collaborative design has been one of the key drivers of improved results.

According to Selma Cristina Gonçalves, customers are genuinely impressed when they see their space accurately reflected in the design. This reduces hesitation, builds confidence, and makes purchasing decisions easier.

"When customers see their own space designed with precision and speed in Spaces Flex, there is a real sense of delight. It builds confidence and makes the purchase decision easier.” 

MadeiraMadeira also closely monitors platform usage across stores and telesales. Increased engagement has consistently translated into more modular projects created and higher average order values — a clear demonstration of the tool’s positive impact on commercial performance.