How Juwelen Vander Avort Modernized Their Operations
A 35-year-old family jewelry store in Leuven successfully transitioned from outdated manual processes to a modern, integrated business management system.
About Juwelen Vander Avort
Established in 1985, Juwelen Vander Avort has been serving customers in Leuven's historic center for over 35 years. The family business specializes in engagement rings, custom jewelry, and professional repair services.
In 2018, Maxime Vander Avort began taking over operations from his parents. As the business grew, he recognized that their manual processes and outdated software were limiting efficiency and affecting customer service quality.
The goal was to modernize operations while maintaining their reputation for personalized service.
Previous System Limitations
Fifteen years earlier, the store had implemented a CRM system to move away from handwritten records. While initially helpful, the system became outdated over time with limited updates and missing essential features.
The aging software created inefficiencies during peak seasons, with data synchronization issues and limited reporting capabilities. Staff productivity was affected, especially during busy periods like Christmas and Valentine's Day.
Maxime recognized that upgrading their business management system was essential for continued growth.
The Competitive Landscape
Juwelen Vander Avort needed a tool that would enable better processes and data management whilst maintaining the brand's highly personalized service.
The jewellery business is highly competitive and challenging, which is why Juwelen Vander Avort has focused on personal service with unique custom made jewelries, with customers returning regularly to have their special pieces cleaned and maintained.
In the past ten years, online retail has grown significantly, creating both new opportunities and challenges. When Maxime took charge, he wanted to expand online while maintaining perfect synchronization between physical and digital inventory.
Key Operational Challenges
Several recurring issues were impacting daily operations and customer service quality.
Inventory Management Issues
Customer inquiries about specific pieces often required multiple system checks and phone calls to suppliers due to inconsistent inventory data. This process could take 15-20 minutes per inquiry, affecting customer experience and staff productivity.
During peak seasons, these delays became particularly problematic for time-sensitive purchases.
Repair Tracking Difficulties
With their repair atelier located across town, tracking repair status required manual coordination between locations. Customer inquiries about repair progress often couldn't be answered immediately, requiring staff to physically check with the atelier.
This process impacted response times and customer satisfaction, especially for urgent repairs.
Order Fulfillment Challenges
During busy periods, locating specific ordered items could be time-consuming due to inconsistent tracking between delivery, storage, and display locations. This affected staff efficiency and customer wait times.
These inefficiencies were particularly noticeable during peak seasons when quick order fulfillment was crucial.
Finding the Right Solution
After evaluating various options, Maxime decided to implement a comprehensive business management system specifically designed for jewelry businesses. This led him to choose Gem Logic for its industry-specific features and integrated approach.
While we were doing well before implementing Gem Logic software, we knew that the limitations of our old processes would eventually catch up to us. Gem Logic is all about taking the next step and improving upon what we've built. It's a tool for unlocking new opportunities and expanding our horizons.
Results After Implementation
After implementing Gem Logic, the store experienced significant improvements in operational efficiency and customer service quality.
Improved Inventory Response
Customer inquiries about product availability are now answered immediately with real-time inventory data. Response times improved from 15-20 minutes to under 3 minutes, with accurate stock information and delivery estimates.
Streamlined Repair Tracking
Repair status inquiries are now handled instantly with real-time tracking between locations. Customers receive accurate updates on repair progress and completion timelines, improving satisfaction and referral rates.
Efficient Order Fulfillment
Order location and fulfillment became seamless with integrated tracking. Peak season operations now run smoothly with reduced search times and improved customer pickup experiences.
Reduced Operational Stress
Automated processes and real-time data reduced daily management concerns
Enhanced Customer Service
Faster response times and accurate information improved customer satisfaction
Scalable Operations
Modern infrastructure supporting continued business growth and expansion
Overall Impact
The implementation of Gem Logic's jewelry business management system successfully addressed Juwelen Vander Avort's operational challenges. The integrated solution improved efficiency, enhanced customer service capabilities, and provided a foundation for continued business growth while maintaining their commitment to personalized service.