Jewellery retailer Joyalukkas partners with Zoho for digital transformation of its global retail operations

Joyalukkas, a jewellery retailer with over 175 showrooms across 11 countries, has partnered with Sridhar Vembu's Zoho to drive a large-scale digital transformation of its global retail operations.

In the first phase, the company implemented Zoho’s Customer Experience Platform across more than 100 stores in India, unifying sales and service functions, centralising customer data and enhancing operational agility.

With the India rollout complete, the platform is now deployed across Joyalukkas’ 10 international markets, including the UAE, US, the United Kingdom, Singapore, and Malaysia. 

Powered by contextual intelligence, the platform enables personalised, real-time engagement and establishes a scalable foundation for customer experience innovation across global markets. 

Joyalukkas, which operates across multiple international markets, aimed to improve operational efficiency and customer experience by integrating what it calls a greater cohesion, intelligence and agility into its systems. 

With a broad omnichannel presence, the company sought to increase visibility, streamline processes and ensure consistent engagement across customer touchpoints. Rather than relying on a traditional CRM system, it opted for a unified and adaptable platform designed to support its operational and customer engagement goals at scale.

The transformation was carried out by Zoho’s Enterprise Business Solutions team using a phased, consulting-led implementation approach tailored to Joyalukkas’ global retail structure.

“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,” said John Paul Alukkas, Managing Director, Joyalukkas. 

“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,” said Mani Vembu, CEO, Zoho.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.”