Project Website, CRM and online commerceSector Luxury & Watchmaking
Context
The site displayed pieces, the CRM recorded clients, and the two ignored each other. A client who had spent an hour browsing a collection arrived in the boutique before an adviser who knew nothing of the visit. Conversely, what the adviser learned in an appointment went nowhere: a preference, a gift project, an anniversary date stayed in a personal notebook. The relationship was rebuilt at every contact, and a change of adviser erased years of client knowledge.
Challenge
Circulating information between digital and the boutique without turning the adviser into a data-entry operator, nor the client into a file: in this trade, client knowledge is a human skill the tool must serve, not replace. And appointment booking must remain a concierge gesture, not a slot reservation.
Objectives
- Show the collections without revealing everything online.
- Equip clienteling so the adviser retrieves the online visit.
- Open online commerce on the pieces suited to it.
- Carry appointment booking in a concierge register.
- Retain client knowledge beyond the adviser who built it.
The digital client journey extends the boutique relationship rather than replacing it, and the adviser retrieves what the client viewed before coming. What an adviser learns stays with the house when they leave.
Areas of expertise
Clienteling Applications
Appointment Booking & Concierge
E-commerce & Booking
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