For online Jewellery retailer Taylor & Hart, every customer journey has to be personalised. After all, the company’s main products are personalized engagement and wedding rings, sourced sustainably.
Founded in 2013, the UK-based company with a 70 people team across the US, Bulgaria, and Sri Lanka, has done around £35M worth of sales to date, reaching the 10, 000 customers milestone.
With all of this in mind, to be able to sustain excellent customer service, Taylor & Hart needed a partner and software products that would help them create a seamless customer experience.
Taylor & Hart is currently dealing with more than 300, 000 emails and over 100, 000 contacts per year, yet the team has to remain true to one of its core values - great customer service. With such numbers, what the company needed the most was data reliability.
“Before using Salesforce, we were using another product with similar offerings and there was just too much friction between connecting all the data between them,” Danny Want, product owner CRM at Taylor & Hart, says.
Therefore, picking the right partner for them was crucial in this process - and that’s where they began their cooperation with Next Consult and Salesforce.
For the last seven years, Taylor & Hart has been using Salesforce products such as Service Cloud, Marketing Cloud, and Sales Cloud to improve the customer experience.
More than a thousand customers are being created weekly in their system and being able to scale without Salesforce and all the products working together would just be impossible.
Additionally, the partnership with Next Consult also helps the company achieve sustainable growth.
Product owner CRM at Taylor & Hart
“Often, Next Consult introduces us to things that we haven't even had time to think about, so we see Next not only as a partner but also as a company that shares in our success,”
Want points out.
By using Salesforce products, the data friction is gone and Taylor & Hart’s employees can completely dedicate themselves to providing the best customer experience possible.
“With an average order value of £3,500, it’s of great importance for us to provide the best possible customer experience. In order to achieve this, we constantly communicate with our clients during each step of their journey - pre-sale, during production, post-sale”, Want emphasizes. During the period of communication, the company gathers a lot of knowledge about its customers. By using Salesforce they can now personalize the journey of each client based on the data they have collected.
As a company whose business is always evolving, for Taylor & Hart, it is also important that the technology they use also evolves with them.
Now offering engagement rings and wedding rings, Taylor & Hart will soon launch a new jewellery range. So the company needs a tech stack that enables them to create a good customer experience for everybody. After the launch of the new products, Salesforce will play a crucial role in the process.
“The architecture of your Salesforce is really important and without the direction and guidance from Next Consult we would have probably made a lot more mistakes, even though we've learned from the mistakes we've made,” he concludes.