Isaia, renowned for its bespoke tailoring and luxurious Italian craftsmanship, faced challenges in delivering a consistent and seamless luxury experience across its global operations. Disconnected systems and a lack of integrated data hindered personalized service, limited operational efficiency, and impeded global expansion.
Disconnected Customer Experience
Isaia’s clients expect a seamless luxury journey across all touchpoints. However, the lack of integration between online and in-store systems led to fragmented experiences. Store associates couldn’t access online orders, track preferences, or offer seamless services like buy online, pick up in-store (BOPIS), forcing clients to repeat themselves and disrupting the personalized service Isaia is known for.
Limited Personalization for VIP Clients
Bespoke luxury is Isaia’s hallmark, including remembering a client’s favorite champagne or tailoring preferences. Without a system to store and surface client data, associates struggled to deliver the high-touch service their VIP clientele demanded, risking a loss of the personal touch that differentiates the brand.
Restricted Mobility for Sales Associates
Isaia’s associates needed the freedom to move with clients, offering recommendations in real-time while navigating collections. Legacy systems kept them tied to desks, limiting the immersive, high-touch experience Isaia wanted to provide.
Fragmented Order Management
Managing orders across e-commerce and in-store systems was cumbersome. Shipping from store inventory or fulfilling online orders wasn’t streamlined, causing delays in store shipments and order fulfillment.
Scaling Luxury Across Channels
As Isaia expanded globally, maintaining a consistent luxury experience across stores and digital channels became increasingly difficult. Fragmented POS and OMS systems resulted in inconsistencies in product availability, order fulfillment, and customer service across regions.
