Retail & Commerce
Embark Fine Jewelry
Customer engagement for a jewelry brand blending ecommerce, appointments, SMS, and service.
Embark needed Salesforce to connect ecommerce, appointments, permanent jewelry, piercing, SMS conversations, service cases, loyalty, and customer history.
Operating challenge
The business needed appointment booking for permanent jewelry and piercing, SMS handling, queues, service territories, locations, resources, shifts, Shopify and Klaviyo history, Smile loyalty data, wishlist events, cases, and web forms to fit into a coherent operating model.
What Lodestone shaped
- Configured Salesforce Scheduler concepts around services, locations, resources, shifts, and appointment records.
- Supported Salesforce Digital Engagement and SMS workflows for inbound and outbound customer conversations.
- Mapped ecommerce, loyalty, marketing, wishlist, case, and customer history considerations into Salesforce.
- Reviewed appointment and contact form code snippets so web intake could connect to Salesforce.
Resulting direction
- Customers had a cleaner path into appointment booking and follow-up.
- Store and service teams could manage SMS and customer conversations with better routing.
- Embark gained a more connected view of ecommerce, loyalty, service, and in-store engagement.
Profile context
Fine jewelry and appointment-driven retail brand
Jewelry brand blending ecommerce, loyalty, service cases, permanent jewelry, piercing appointments, and SMS engagement.
Meet the people behind connected delivery.
Explore the leadership and specialist responsibilities that connect business priorities, architecture, and implementation.