Liali Jewellery gets the Capillary Technologies boost to enhance customer engagement

DUBAI – June 14, 2018:   Liali Jewellery, a leading fine jewellery retail brand chain with 20 boutique outlets in the UAE has announced the adoption of solutions from Capillary Technologies, Asia’s leading provider of Intelligent Customer Engagement software and services, to enhance its customer engagement. 

With a large retail presence in the UAE, Liali Jewellery aims at augmenting its reach and enhancing customer experience offering personalized services. It is in this regard that Liali Jewellery has adopted solutions by Capillary Technologies. Recognizing the need for strong customer relationship management (CRM), loyalty, and analytics for their retail touch points across the GCC region, the premium fine jewellery retail brand has tapped into Capillary’s solutions to create easy and seamless personalized customer experience.

Commenting on the partnership, Oofrish Contractor, Head of Marketing, Liali Jewellery, said, “It is indeed a step forward for us to partner with Capillary Technologies to offer more personalized services to our customers. With our strong reach across the GCC region it is of great importance for us to be closer to our customers by providing the right customer support. Being in a mature market, dealing in a category with low-frequency, high-value purchases, we understand the importance of having a CRM program for client satisfaction”.

“Keeping our existing customers loyal to Liali is what Capillary has been helping us to do. We leverage Capillary’s domain expertise in consumer lifecycle journey to engage, retain and win back our customers effectively. It has also helped us to invest our marketing dollar more effectively and sustain our business through these challenging times.

Capillary’s expertise and understanding of tapping the CRM solutions to benefit us has been exceptional and we hope to continue and grow together,” she added.

Sunil Suresh, CMO & Global VP – Strategy at Capillary Technologies at Capillary Technologies, said, “It has been our privilege to partner with Liali Jewellery. Not only is Liali a much-loved brand in the GCC but Liali also has a wide reach with its many stores and the brand looked to us to provide CRM solutions that will help further reach and engage customers. Liali’s entire customer database was analyzed and meaningful segments were created to enable targeted messaging. Through the data gathered, personalized lifecycle campaigns were executed with the right products, messaging and rewards at the right time, through the right channels”.

“We have also designed campaigns to meet specific business goals. Lapsed customer campaigns were run to bring in more repeat sales, while festive campaigns, upsell campaigns and diamond sales campaigns were run on segments that are most likely to convert,” he added. 

Further commenting on the CRM technologies, Contractor said, “The data-driven CRM campaigns commissioned by Capillary for Liali helped spend our marketing budget judiciously while generating increased incremental sales and repeat customers. We understand these targeted solutions increased the brand awareness and sales of our entire range of fine jewellery offerings. Furthermore, the personalization in these campaigns helped us further elevate their customer experience”.

Capillary Technologies, a SaaS (Software as a Service) major, offers a robust partner and customer service channel to support consumer facing businesses. The company, with over 700 Capillary associates across 11 global offices, provides innovative ways for brands to make their consumers' lives easier and experiences memorable. 

Capillary Technologies, with a strong presence in the MENA region, covers over 300 million consumers, 25,000 stores and over 300 marquee brands including Pizza Hut, VF Brands, Walmart, Al-Futtaim, KFC, Starbucks, Madura Garments, Courts and Samsung on its SaaS platform across 30 countries.