Jewellery retailer Joyalukkas, which operates over 175 showrooms in 11 countries, has partnered with Zoho to lead a major digital transformation of its global retail operations.
In the initial phase, Zoho’s Customer Experience Platform was rolled out across more than 100 Joyalukkas stores in India. This helped unify sales and service functions, centralise customer data, and improve operational efficiency. Following the successful implementation in India, the platform is now live in 10 other countries where Joyalukkas operates, including the UAE, United States, United Kingdom, Singapore and Malaysia.
The platform is powered by contextual intelligence, allowing for personalised and real-time customer engagement. It also lays a strong foundation for future innovation in customer experience across global markets.
With operations in multiple countries, Joyalukkas aimed to enhance customer experience and operational agility by introducing more cohesive and intelligent systems. The company, known for its strong omnichannel presence, wanted better visibility and consistency across customer touchpoints. Instead of using a traditional CRM system, it chose a unified and adaptable platform to meet both operational and customer engagement needs at scale.
The digital transformation was led by Zoho’s Enterprise Business Solutions team using a phased and consulting-driven approach that aligned with Joyalukkas’ international retail structure.
John Paul Alukkas, Managing Director of Joyalukkas, said, “In a business like ours where trust, heritage, and emotional connection define the customer relationship, experience is everything. With operations spanning diverse geographies and millions of touchpoints, we needed more than just a CRM. We needed a platform that could unify data, adapt to local nuances, and scale globally. Zoho’s Customer Experience Platform gives us that foundation. It enables our teams to engage with customers not just based on transactions, but with a deep understanding of their preferences, behaviours and context. This transformation is helping us transition from reactive service to proactive, insight-led engagement across every region we operate in.”
Mani Vembu, CEO of Zoho, said, “Luxury retail operates at the intersection of craftsmanship, quality, and emotion. For a cherished brand like Joyalukkas, delivering that signature experience consistently across global markets is essential. This calls for technology that is intelligent, intuitive, scalable, seamlessly integrated, and adaptable to local needs. Our Customer Experience Platform is built to meet these demands, providing a unified view of the customer and enabling contextual, omnichannel engagement. With deep data unification and rapid implementation, the platform helps enterprises pivot quickly and drive meaningful customer interactions. The speed at which Joyalukkas has embraced this transformation speaks volumes about their vision, operational strength, and commitment to delivering customer value.”
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