Heritage Gold

JewelPro's implementation at Heritage Gold focused on building and activating their customer intelligence. The approach was structured around four pillars: data, automation, personalization, and schemes.

Pillar 1 - Building the Customer Database: Heritage Gold's purchase records from the past 5 years were used to reconstruct customer profiles. For each customer, the team built a profile including total purchase value, preferred categories, last purchase date, and contact information. This process identified 1,247 customers with meaningful purchase history.

Pillar 2 - Automated Follow-up Sequences: JewelPro was configured with automated follow-up triggers. Customers who had not visited in 3 months received a personalized WhatsApp message. Customers with birthdays or anniversaries received personalized wishes and offers. Customers who had purchased specific categories received notifications when new items arrived in those categories.

Pillar 3 - Scheme Management Digitization: Both gold savings schemes were migrated to JewelPro's scheme management module. Customers received automatic reminders before installment due dates. Maturity notifications were automated. The scheme dashboard gave managers complete visibility into all active schemes at any time.

Pillar 4 - Staff Personalization Training: Staff were trained to check a customer's profile before any interaction. When a customer arrived, staff could immediately see their purchase history, preferences, and any pending follow-up actions. This enabled genuine personalization rather than generic interactions.

The implementation at Heritage Gold was completed over 4 weeks with particular attention to data quality and staff adoption.

Week 1: Data Migration and Enrichment Customer data reconstruction was the most time-intensive part. The team worked through 5 years of purchase records, reconciling duplicate entries and enriching profiles with missing contact details where possible. The final database contained 1,247 verified customer profiles.

Week 2: Scheme Migration All 312 active scheme customers were migrated to JewelPro's scheme module. Each scheme record was verified against the paper register, with any discrepancies resolved before migration. Customers were notified of the migration to digital tracking via WhatsApp.

Week 3: Automation Setup Follow-up sequences and automated messages were configured. Message templates were crafted to be personal and relevant rather than generic marketing messages. Kavitha personally approved all message templates to ensure they matched Heritage Gold's brand voice.

Week 4: Staff Training and Go Live Both store teams received training focused on using customer insights during interactions. Role-play scenarios helped staff practice accessing customer profiles and using information naturally in conversations.