Case study: Internal B2B solution for a leading jewelry manufacturer

A traditional company with exclusive values

The company presented here has been synonymous with first-class diamond jewelry and excellent customer service for several generations. The range extends from sparkling diamonds, precious colored stones and genuine pearls to luxurious jewelry that meets the highest standards. The company focuses on premium quality and long-term strategic customer loyalty in order to create lasting value.

Digital transformation as part of the corporate strategy
The business is very traditional and characterized by analogue processes. In order to continue to meet the high demands of customers in the future, the new generation in the company is focusing on holistic digital solutions and processes.

A particular focus is on the digital optimization of internal ordering and administrative processes in the company's own shop-in-shop branches throughout Germany in order to further increase the efficiency and service quality of the sales consultants on site.

The challenge before implementation
The manual and less digitized administration of orders and repair orders was previously time-consuming, error-prone and inefficient. This led to unnecessary delays and impaired the workflow.

The branches' appointment scheduling for customer meetings was also manual and not very standardized. Customer data was not recorded individually for each branch, or only in analog card index boxes.

In addition, there was no central communication system for coordination between the branches and the service center. Communication mainly took place by telephone, fax and/or e-mail. Product range documents with product details were only made available to the stores as PDF documents.

The smart solution from SmartStore
Yevgen Kysil, Managing Director of KOOMBA, a SmartStore partner, has developed a comprehensive B2B solution that is revolutionizing the company's internal processes. This customized solution based on the SmartStore commerce system brings numerous benefits:

1. Digital assortment catalog available for all employees and customers

   All available pieces of jewelry in the collection were recorded and created with a photo and the necessary product details. In future, employees and customers will be able to find out about the complete product range online at any time. All item data is always up to date thanks to centralized maintenance. Outdated product range documents can be destroyed.

2. Appointment system
   Customers can now conveniently book appointments for their jewelry consultation or service themselves via the website. Employees can use the appointment scheduling tool to better organize the collection of customer orders and repair orders.

   The dynamic timeslot function shows flexibly available times, and an interactive map helps to select the desired store.

   Each branch can customize specific opening hours and services, allowing perfect adaptation to local needs and conditions.

3. Integrated calendar and communication solution
   The system synchronizes all employees' calendars so that appointments can be viewed centrally. Branch managers and responsible employees receive appointment invitations via Microsoft Outlook or Google and can confirm them directly.

   Customers receive e-mail notifications that allow them to confirm or cancel appointments. This solution ensures that everyone involved is always up to date and that internal communication is paperless and smooth.

4. Individual branch configuration
   The solution offers freely configurable service and appointment management. Stores can define different appointment types, such as consultation, fitting or collection, and customize the duration and intermediate times. Icons, colors and descriptions can also be customized, enabling flexible and efficient appointment management.

5. Seamless ERP integration
   Customers and product data are automatically transferred to the existing ERP system. This reduces administrative effort and increases data integrity. Order details and customer information are synchronized in real time, ensuring efficient order processing.

6. Product-related appointment scheduling
   Potential customers can select specific pieces of jewelry in the Smartstore store system for which they would like a consultation appointment. This function significantly improves the sales process, as the sales consultants already have all the relevant information before the appointment and can prepare specifically for the customer's wishes.

7. Complex ordering and communication processes
   The solution comes with a comprehensive order form that can be configured without programming according to the company's specific requirements. Mandatory fields, drop-down menus and text fields can be flexibly customized.

   Once an order has been completed, all details are recorded and displayed in a chronological order overview. The integrated communication module allows messages and status updates on orders to be tracked directly in the system, making coordination between stores and the service center much easier.

Goals and results

Goals of the implementation
The company defined three main objectives for the introduction of the new solution:

1. Increasing the efficiency of internal processes

2. Increase sales results through higher customer satisfaction

3. Optimization of communication between branches and head office

Results after implementation
Each of these goals was successfully achieved:

1. Increased efficiency of internal processes
   Ordering and administration processes have been significantly accelerated, enabling store managers to manage their tasks effectively. This led to significant time savings and a considerable reduction in the error rate following consultations.

2. Increased sales results through improved customer satisfaction
   In a traditional environment, customers perceive the jewelry manufacturer as a modern, high-performance provider that can respond quickly and flexibly to customer needs. Individual customer requests can be processed professionally and quickly.

   With the new digital features such as online appointments and personal preselection of favorite pieces of jewelry, the jewelry manufacturer also appeals to new, primarily younger customer groups and significantly improves the customer experience. Customers appreciate the greater flexibility and personalized quality of advice.

3. Optimization of communication between stores and head office
   The integrated communication system ensures that everyone involved is always up to date. This significantly improves collaboration between colleagues in the branches and at the service center as well as the efficiency of internal processes.

   The manual and error-prone effort of telephone calls and handwritten order forms can be reduced to a minimum.

Findings and future developments

The implementation of the B2B solution impressively demonstrates how digital solutions can optimize internal processes even in a traditional environment and increase sales results through improved customer satisfaction.

The company has significantly increased its efficiency and now offers even better customer service. Future enhancements could include additional features such as advanced analytics and reporting tools to further optimize business processes.

Do you have similar requirements? Would you like to digitally enhance your sales processes? Do you need an attractive online appointment system? All of these features can be easily tailored to your requirements and added to your SmartStore system.

Experience how SmartStore Partner can also make your business more efficient and increase customer satisfaction. Contact us today for a no-obligation consultation.

You can reach us via the contact form, by e-mail at info@smartstore.com or by phone from Monday to Friday between 10 a.m. and 4 p.m. at +4923153350.

Contact us: KOOMBA UG
Yevgen Kysil
Mobile: +49 171 82 42 102
Email: yevgen@koomba.eu

Contact Smartstore:
Email:info@smartstore.com
Phone: +4923153350