“Ranosys helps a premier US luxury jewelry retailer bring their commerce, customer service, and marketing operations together on a unified Salesforce platform — delivering a more connected experience for their customers and their teams.”
For luxury jewelry enthusiasts across the United States, our client is a name synonymous with craftsmanship, quality, and trust. With over 80 stores nationwide and a carefully curated range of engagement rings, diamonds, and timepieces from some of the world’s most recognized luxury brands, the retailer has built a heritage of delivering exceptional experiences to high-value customers.
As the business expanded its digital footprint alongside its established retail network, it partnered with Ranosys to strengthen its Salesforce environment and build a more connected foundation for its commerce, service, and marketing operations.
Industry : Luxury Retail / Jewelry
CHALLENGE
To deliver a consistently premium experience across every customer touchpoint, the retailer needed its commerce, customer service, and marketing operations to work as one. Customer service teams were managing enquiries without a real-time view of orders and customer history, which made it harder to respond with the speed and context a luxury customer expects. At the same time, the business needed cleaner, more dependable customer data across its Salesforce environment to support stronger engagement and more reliable reporting.
On the marketing side, the team had outgrown their existing platform. Klaviyo had served its purpose, but as the business grew, it required a more capable solution — one that could support enterprise-scale personalization, richer customer segmentation, and more sophisticated campaign execution across the full customer lifecycle.
THE GOAL
The primary goal of this engagement was to bring the retailer’s commerce, service, and marketing operations onto a unified, high-performing Salesforce platform using:
- A connected Commerce Cloud and Service Cloud environment with automated, real-time customer and order data for service teams
- A structured data improvement programme to deliver cleaner, more consistent customer records across the Salesforce platform
- A full migration from Klaviyo to Salesforce Marketing Cloud Next for enterprise-scale marketing capability
- Proactive platform monitoring and targeted performance improvements to maintain a reliable commerce experience year-round
Together, these workstreams gave the business a Salesforce foundation capable of supporting its ambitions — connecting the teams that serve its customers and giving its marketers the tools to engage them more effectively.
Key Features
- A unified Commerce Cloud and Service Cloud environment that gives customer service teams a complete, real-time view of every order and customer interaction — enabling faster, more confident service delivery.
- Automated case creation that removes manual effort from service workflows — relevant cases are raised instantly when a customer order or enquiry is submitted through the commerce platform, with full context already attached.
- A full migration from Klaviyo to Salesforce Marketing Cloud Next, giving the marketing team access to enterprise-scale segmentation, AI-powered personalization, and more sophisticated campaign management across the customer lifecycle.
- Proactive platform health monitoring and targeted performance tuning to keep the commerce environment stable, responsive, and ready for the high-traffic trading periods that matter most to a luxury retail business.
The Results
With Ranosys’ Salesforce expertise, the retailer now operates a more connected, capable, and reliable digital environment across commerce, service, and marketing. Customer service teams work from a single, unified view of every customer. The marketing team has the tools to deliver personalized, insight-led campaigns at a scale that reflects the ambition of the brand. And with cleaner data and proactive platform monitoring in place, the business has a Salesforce foundation it can rely on — today and as it continues to grow.
Highlights
- The unified Salesforce Commerce Cloud and Service Cloud environment gives every customer-facing team member an immediate, complete view of the customer at the point of interaction — removing the manual effort that previously slowed response times and allowing the team to deliver the level of service a luxury brand demands.
- The migration from Klaviyo to Salesforce Marketing Cloud Next marked a significant step forward for the retailer's marketing capability — moving from a platform that had reached its limit to one built for enterprise personalization, with richer customer data, more powerful segmentation, and AI-driven campaign tools that give the marketing team far greater control over how and when they engage their customers.
- A structured data improvement programme, combined with proactive platform monitoring and targeted performance optimizations, has given the business a cleaner, more dependable Salesforce environment — one that supports better customer engagement, more accurate reporting, and a commerce experience that remains consistent and reliable throughout the year.
Technology stack
Cloud Services
Want to explore similar cases and their highlights?
Check out the detailed insights of our contribution to the success of these organizations.
