Joyalukkas has partnered with Zoho to unify its sales operations and customer experience across its global operations. Beginning as a single store in 1956, Joyalukkas started its global expansion in 1987. It has evolved from physically selling jewellery to an omnichannel footprint. With that evolution, the company sought to enhance its customer experience platform.
It sought a solution that would help them provide a personalised, scalable system that would engage with customers in real-time across its international footprint. The Zoho platform was selected for its ability to bring greater cohesion, intelligence, and agility to its operations. The modern customer experience platform enhances visibility and delivers on Joyalukkas’ customer-centric vision at scale.
John Paul Alukkas, Managing Director, Joyalukkas, commented, “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.”
The project
Joyalukkas worked with the Zoho Enterprise Business Solutions (EBS) team, adopting a consulting-led implementation model tailored to Joyalukkas’ global operations.
In the project’s first phase, it implemented the Zoho Customer Experience platform across more than 100 stores in India. It has now centralised its customer data and unified the sales and service operations through a single platform.
Once the rollout in India was completed, the solution was rolled out across its international markets. Those markets are growing quickly. Its expansion was boosted by a Dh500 million loan from Emirates NBD. Those funds will be used to expand operations in the UK, the US, Canada and Australia. The retailer also has a presence in Singapore, Malaysia, UAE, Qatar, Kuwait, KSA, Bahrain & Oman.
Currently, with 10 international markets, the loan will expand into Canada and Australia. Zoho will play a crucial role in that expansion. The firm already has over 175 showrooms and employs more than 10,000 staff members.
Mani Vembu, CEO of Zoho, commented, “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.”
Enterprise Times: What does this mean?
This is a significant win for Zoho as it targets the Enterprise Market. Joyalukkas is a well-established brand in several regions and is gaining increasing prominence in others, particularly in the Middle East. The success of supporting a major B2C brand with its customer experience platform will make a good case study and reference.
With over 11 million customers, this one client demonstrates the scalability of the Zoho platform, and that it is able to deliver personalisation at scale is impressive.
It will be interesting to learn more about the project and whether the company is already utilising the Agentic AI capabilities that Zoho is currently rolling out.
