Leviev, a luxury jewelry business, runs its entire global operation on Salesforce. The platform lets their team access customer history and inventory from anywhere, sync marketing across regions in real time, and track production, all while keeping the personal touch that defines their brand.
Our business is customer service. We are the pinnacle of customer service.
100% focus on the customer. It's all about the customer's needs, the customer's wants.
Everything's personal, everything's intimate. And when we were looking for a system to help us grow our global business, our biggest fear was losing that.
Customer service is not just something they focus on. It's what they do. It's sewn into the fabric of everyone who is a part of this organization.
What was so surprising and enlightening about Salesforce was it didn't take any of that away. It just made what we do better.
Today, seven years later, our entire business is run on Salesforce. And for us, it's magnificent. Magnificent. We spare no effort on creating the most perfect diamond that a human hand could cut.
We have clients that come to us from around the world, and they're all looking for something that's very unique.
In order to interact with an inventory like that, we needed to give them access to that inventory regardless of where they were.
Salesforce allows me to push a button on my iPad, computer, or even on my iPhone, and it'll light up any aspect of the business. If it's photographs, if it's emails, if it's records on the spot.
Every one of our sales associates has a tablet, and they're able to log into Salesforce and access our products. Even when all the products are spread out over boutiques around the world, we.
Let their employees interact with their inventory in a whole new way.
That gives us a tremendous amount of confidence.
To be honest with you, I never believed this could be possible. I can run my business on my phone.
We're always traveling to our different boutiques, to our different locations.
When we're sleeping in New York, we're working in Dubai or in Singapore or in London.
What Salesforce allows us to do is monitor globally all of our marketing activities. That syncs us up so we're all on the same page.
Salesforce is a tool for us to know where to keep what product. A marquis diamond in Singapore, for example. If no one ever asked to look at it, maybe I shouldn't be keeping marquee diamonds in Singapore.
There's listening, and then there's really, really listening.
The system allows us to keep track of the history of every customer, every conversation we've ever had with them, every phone call, every email.
We learn to know what they like, what they don't like.
So if you came into our point of sale in London and you mentioned that you'll be in New York, When a person walks in, it's like we know him. Although I never met him before, I.
Think what really tipped the scales was when Salesforce started to tell them about what their customers were doing.
I get this beautiful alert customer just walked into the shop. Thanks to this device and Salesforce, I can act on the spot.
It's all real time. It's all real time. They have the full 360 degree view of not only their clients, but their business as well.
We're much more efficient at what we do now thanks to Salesforce.
It's funny to think how we used to have stacks and stacks of papers when now it's just simply putting it into the system and it's everywhere.
It's as if it was created and it was for my needs.
You can really custom build Salesforce to whatever you want it to be. You can use this as a launch point to build any mobile app.
We have a calendar in Salesforce that tells us every phase of that certain piece of jewelry for the client.
It all starts with the stone and with a sketch. We send that sketch from Salesforce to the client, no details overlooked, and we're able to connect back and forth with them through Salesforce the whole time.
The difference between success and failure in every business is that customer experience.
Salesforce allows us to take it to the next level.
Sales, service marketing, their inventory management, HR and accounting. They've been able to run their entire business on Salesforce.
Although we're a small business, we have this power of technology through the Salesforce platform that helps us give that real, real personal touch to our clients to make sure that we know exactly what they want and how we can deliver them an experience that is one of a kind.
