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Luxury Retail · CRM

A custom CRM built for the complexity of luxury watch and jewellery retail: inventory, repairs, staff performance, and pre-owned stock in one system

A UK-based luxury retailer selling new, pre-owned, and mint-condition watches across their physical store and online needed a CRM that understood their business. Off-the-shelf tools did not. We built one that did.

Client: UK-based luxury watch & jewellery retailer

LaravelMySQLRESTful APIs
30%

Year-on-year revenue growth

Unified

In-store + online order view

End-to-end

Repair workflow digitized

Full

Staff performance attribution

The challenge

  • Dual inventory: new, pre-owned, and mint-condition pieces each with different sourcing and pricing
  • Repair workflow tracked manually: job cards lost, customers uninformed on status
  • Staff sales attribution messy or manual: commission tracking unreliable
  • Online and in-store orders had no unified view
  • Pre-owned buying intake (condition grading, pricing, provenance) was unsystematized

What we built

  • Inventory management: separate handling for new, pre-owned, and mint-condition stock with serial number tracking
  • Unified order management: in-store and online orders in a single view
  • Repair workflow: stage-by-stage tracking from intake to collection with customer notifications
  • Staff performance: sales attribution per staff member with commission calculation support
  • Customer profiles: purchase history, preferences, watch wishlist, high-value customer flagging
  • Pre-owned intake: condition grading, provenance tracking, purchase history per piece

The results

30% YOY

Revenue growth since implementation

Unified

In-store + online inventory

Digitized

End-to-end repair tracking

Measurable

Staff attribution replacing manual tracking

The CRM replaced a mix of spreadsheets, generic software, and tribal knowledge with a single system built around how a luxury watch retailer actually operates.

The outcome

The 30% YOY growth since implementation reflects what happens when a business can see everything clearly: inventory, repairs, staff performance, customer relationships, all in one place.

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