TABLE OF CONTENT

About the Client

The client is a New York-based retail technology company serving global luxury brands such as Gucci, Cartier, Reiss, and Marc Jacobs. Their proprietary CRM solution helps retail teams drive sales, engage customers, and enhance productivity. Specializing in customer relationship management for the fashion, beauty, and jewelry industries, the company delivers tailored digital solutions for luxury retailers. Led by an entrepreneur with over 12 years of experience in CRM and retail, the company focuses on continuous innovation to meet evolving consumer expectations.

Business Situation

The client’s legacy CRM struggled to meet modern retail demands:

Outdated Technology Stack: Couldn’t scale or support evolving business requirements effectively.
Limited Customization: The CRM lacked flexibility to adapt to different business models.
Bug-Focused Development: The team was occupied with fixes, slowing innovation.
Poor User Interface: An outdated UI led to lower adoption rates among retail teams.
Data Migration Complexity: Needed to transfer 2TB of product and customer data securely.
Inefficient Customer Engagement: Lacked modern communication tools for personalized interactions.

The Solution

Unthinkable re-engineered the client’s CRM with a modern, scalable, and customizable architecture. The new platform streamlined customer engagement, sales tracking, and performance analysis, making it a comprehensive tool for luxury retail brands. Key highlights include an intuitive UI, multilingual capabilities, and deep automation to enhance productivity.

Cloud-Powered Infrastructure: Built on AWS for scalability, security, and cost optimization.
AI-Driven Sales Insights: Integrated analytics to track sales performance and customer engagement.
Omnichannel Communication: Enabled WhatsApp, iMessage, email, and video calls for seamless client interaction.
Automated Data Migration: Ensured seamless transfer of 2TB data while maintaining integrity.
Role-Based CRM Access: Tailored dashboards for managers, store associates, and brand admins.
Multi-Language Support: Enabled stores to operate in English, Arabic, German, French, and Japanese.

The Impact

With the revamped CRM, the client provided a seamless and highly customizable platform to its luxury brand customers. The enhanced UI/UX improved adoption rates, while AI-driven automation enabled better customer engagement. Data migration was executed with zero downtime, ensuring a smooth transition. The integration of AWS services reduced infrastructure costs by 30-40%, and real-time analytics empowered sales teams to boost conversions. The client has continued to partner with Unthinkable for five years, managing 11 major global projects and expanding CRM capabilities to new markets.

Conclusion

By modernizing the CRM platform, Unthinkable helped the client redefine how luxury brands engage with customers. The AI-powered, scalable solution provided unparalleled efficiency, cost savings, and customer insights. This transformation positioned the CRM as a cutting-edge platform in the retail industry, empowering brands to foster stronger customer relationships. As the retail landscape evolves, the client remains at the forefront of innovation, leveraging Unthinkable’s expertise to continually enhance its CRM and deliver exceptional value to luxury brands worldwide.