Omnichannel Transformation for a Luxury Jewelry Retailer
Client Overview
A luxury jewelry retailer with 25+ showrooms nationwide and a growing online presence. The brand set out to deliver a premium omnichannel experience that combined the trust of physical retail with advanced digital engagement to capture high-intent luxury buyers online.
The Challenge
As customer journeys began spanning both online and offline touchpoints, conversion gaps became evident.
- No virtual try-on capability, limiting online confidence for high-value purchases
- Fragmented CRM systems across showrooms and e-commerce created data silos
- 28% drop-off among high-intent customers after showroom visits due to lack of follow-up
- Online storefront lacked real-time inventory visibility and product customization
- No virtual try-on capability, limiting online confidence for high-value purchases
The retailer needed a unified system that could connect discovery, intent, and purchase, without compromising the luxury experience.
Our Solution
AR-Powered Virtual Try-On
WebAR-enabled try-on for rings, necklaces, and earrings, allowing customers to preview products in real time on mobile and desktop devices.
Unified CRM Integration
Offline POS and online customer data consolidated into a single CRM, enabling complete 360° customer profiles and consistent engagement across channels.
Lead Nurturing Automation
Automated email, SMS, and WhatsApp workflows triggered by showroom visits, abandoned carts, and wishlist activity to re-engage high-intent buyers.
Real-Time Inventory Synchronization
ERP integration ensured accurate, real-time inventory visibility across online and physical stores, including unique SKUs and gemstone variations.
Technologies Applied
- WebAR
- CRM Systems
- ERP Integration
- Marketing Automation
- Cloud Infrastructure
The Outcome
The omnichannel transformation delivered measurable gains across engagement and conversion:
- 38% increase in online sales within five months of launch
- 24% rise in in-store appointment bookings driven by AR try-on
- Lead-to-customer conversion improved from 12% to 21%
- Customers using AR spent 3.2× more time on the site and converted at 2.4× higher rates
- 18% of abandoned carts recovered through automated follow-ups
- 38% increase in online sales within five months of launch
The result was a seamless luxury buying journey-connecting online discovery with in-store confidence and significantly improving revenue performance.