“Ranosys helps a premier US luxury jewelry retailer bring over a century of customer relationships onto one connected Salesforce platform, powering personalized in-store experiences, connected marketing, and a premium brand experience at every touchpoint.”
Our client is a luxury jewelry retailer with over a century of heritage and 80+ stores across the United States. They offer a carefully curated range of engagement rings, diamonds, and timepieces from some of the world’s most recognised 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 the business 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 sat underutilized in disconnected systems, holding back the brand experience customers expected. Rich relationships existed across stores and teams, but without a single connected platform, that knowledge could not inform digital experiences or scale consistently across the business.
As operations grew, three priorities became clear: give store associates the context to make every customer interaction feel personal; give service teams what they needed to resolve enquiries without asking customers to repeat themselves; and give the marketing team the reach to engage a customer base that had been built over more than a century.
THE GOAL
The retailer set out to bring its in-store, service, and marketing operations onto one connected Salesforce platform. The scope covered four areas:
- One accurate customer record across stores, digital channels, and service interactions so every team works from the same information.
- In-store clienteling rolled out across all stores so associates could walk into every conversation knowing the customer's history, preferences, and upcoming occasions.
- Service and commerce aligned so that when a customer makes contact, the team can focus on helping rather than searching for information.
- A migration from Klaviyo to Marketing Cloud Next to give the marketing team the capability to reach and engage the brand's full customer base with relevant, timely communications.
The work delivered has given the retailer a connected foundation worthy of its heritage. With every team working from one accurate view of the customer, the brand can now deliver the deeply personal experience it has always been known for, at a scale that simply was not possible before.
Key Features
- A single customer view across in-store, online, and service touchpoints, so every team works from one accurate, up-to-date record regardless of where or how a customer engages.
- Proximity Clienteling across all stores giving associates each customer's purchase history, preferences, and key occasions before a conversation begins, so every in-store interaction reflects the personal standard the brand is known for.
- Service teams with immediate access to each customer's full account and purchase context the moment they make contact, allowing the focus to stay on the customer rather than the information.
- A marketing platform capable of identifying and reaching customer segments that were previously out of reach, delivering personalized communications across events, clienteling outreach, and digital channels.
The Results
Bringing over a century of customer relationships onto one connected platform delivered a 150% increase in marketable customer reach. Within one quarter of rolling out in-store clienteling across all stores, associate outreach surpassed everything achieved in the entire year prior. In June 2026, the retailer was recognised on the Salesforce Connections stage for a transformation that turned a century of customer relationships into measurable business growth.
Highlights
- A 150% increase in marketable customer reach, the result of bringing the brand's full customer base into active, personalized marketing channels for the first time.
- Associate outreach in a single quarter exceeded the entire year prior, giving every store team the customer context to build deeper, more proactive relationships at scale.
- Recognised on the Salesforce Connections 2026 stage for a transformation that demonstrated what becomes possible when customer data, in-store experience, and marketing work as one.
Technology stack
Cloud Services
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