“Ranosys helped Ben Bridge Jeweler bring over a century of customer relationships onto one connected Salesforce platform, powering personalized in-store experiences, a reimagined digital shopping journey, connected marketing, and a premium brand experience at every touchpoint.”
Ben Bridge Jeweler, a Berkshire Hathaway company, has been building customer relationships for over a century. With 80+ stores across the United States and a carefully curated range of engagement rings, diamonds, and timepieces from the world’s most recognized luxury brands, their business has always been built on deeply personal customer relationships: knowing every preference, every occasion, and every detail that makes a purchase meaningful.
As Ben Bridge grew its digital presence alongside its established retail network, it partnered with Ranosys to bring those relationships into one place and give every team the tools to act on them at scale.
Industry : Luxury Retail / Jewelry
CHALLENGE
A century of customer history existed across stores and teams, but without one connected platform, that knowledge could not travel with the customer. Associates went into conversations without the full picture. Service teams spent time searching for information that should have been immediately in front of them. Marketing could only reach a fraction of a customer base built over a hundred years.
THE GOAL
Ben Bridge set out to bring its in-store, service, and marketing operations onto one connected Salesforce platform, while rebuilding the digital shopping experience from the ground up:
- One accurate customer record so every team works from the same information.
- Every store associate equipped with each customer's history, preferences, and upcoming occasions before a conversation begins.
- Service teams able to focus on the customer the moment they make contact, rather than searching for their information.
- A migration from Klaviyo to Salesforce Marketing Cloud Next to reach the brand's full customer base.
- A reimagined UX across every key digital touchpoint, from navigation and product discovery through to checkout, BOPIS, corporate gifting, and the in-store connection.
Key Features
- Every team, across every store and channel, works from one accurate view of every customer regardless of how or where they choose to engage with the brand.
- Every store associate walks into a customer conversation already knowing their purchase history, preferences, and the occasions that matter to them, so every interaction reflects the personal standard Ben Bridge has been known for over a century.
- The moment a customer gets in touch, the service team has their full context in front of them, so the conversation starts with the customer rather than a search for their details.
- A reimagined online shopping experience covering product discovery, richer product pages, a smoother checkout, the flexibility to buy online and collect in-store, a dedicated corporate gifting journey, and a store locator that helps customers plan visits before they arrive.
The Results
Bringing over a century of Ben Bridge customer relationships onto one connected platform delivered a 150% increase in marketable customer reach. Within one quarter of rolling out the new in-store experience, associate outreach surpassed everything achieved in the entire year prior.
In June 2026, Ben Bridge was featured on the Salesforce Connections 2026 stage during the Marketing Cloud Keynote in Chicago, recognized for a transformation that showed how a stronger foundation of customer knowledge powers the personal relationships that remain at the heart of luxury retail.
Highlights
- A 150% increase in marketable customer reach, the result of bringing Ben Bridge's full customer base into active, personalized marketing for the first time.
- Associate outreach in a single quarter surpassed the entire year prior, giving every store team the customer context to build deeper, more proactive relationships at scale.
- Recognized on the Salesforce Connections 2026 stage during the Marketing Cloud Keynote in Chicago as an example of what a century of customer relationships can deliver when the whole business works from one connected platform.
- A reimagined UX across the checkout journey and key product pages, bringing the brand's premium standard to every customer who shops online.
Technology stack
Cloud Services
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