Digitizing After-Sales Experience for Prestige Watch and Jewellery Maisons
The starting point
Our client wanted to elevate after-sales into a true component of luxury customer experience, across major markets worldwide.
The repair journey was opaque and stressful, with no real-time updates, delayed estimates, and anxious clients left in the dark.
Our approach
Carine Laurent led the global program, aligning 40+ teams across IT, Digital, Retail, Logistics, and Customer Service.
Key levers:
Design Thinking workshops to redesign the journey
Seamless digital UX & operational processes
Business case approval & global change management
Solution
A digital worldwide (incl. China) repair tracking service across 15 Maisons’ websites & apps.
Clients can now:
Track repairs online in real time
Approve & pay estimates digitally
Choose boutique or home delivery
RESULTS
Hundreds of thousands of repairs tracked yearly
Shorter lead times & higher client satisfaction
Strong adoption across all regions.