Revolutionizing the Jewelry Industry: Taylor & Hart's Journey with Automation

Taylor & Hart is an award-winning jeweler that specializes in custom-designed engagement rings with ethically-sourced diamonds and gemstones. The company is known for its hands-on approach that puts each couple at the center of the design process. Personal design consultants offer guidance and advice every step of the way, ensuring a personalized experience without breaking the bank. The company's mission is to change the traditional jewelry industry by offering transparency in ethical sourcing and customization, providing a unique and personalized experience for each customer.

Taylor & Hart, an award-winning jeweler specializing in custom-designed engagement rings, faced significant challenges in scaling their business. The founder, Nikolay Piriankov, recognized that the traditional diamond industry lacked transparency in ethical sourcing and customization. Traditional jewelry shops did not offer personalized experiences, and those that did were either too slow, too expensive, or both. The first bespoke ring they made took a full year to complete due to the numerous moving parts in the business and the need for constant communication among team members. This lengthy process was not only inefficient but also prone to errors in data entry, hindering production and preventing the business from scaling.

To overcome these challenges, Nikolay turned to automation, specifically using Zapier. He set up an automated workflow that would notify relevant team members in Slack whenever important updates were logged in Salesforce, their CRM. This could be a production update or a customer update. This real-time information sharing drastically reduced the number of steps and communication needed between teams when designing rings. Furthermore, Taylor & Hart expanded the use of automation to other areas of the business, such as requesting customer feedback and scheduling bookings. For instance, when customers book a consultation through the website, automation sends that booking straight to a dedicated consultant's calendar, eliminating mix-ups. They also use Zapier to measure customer satisfaction, with scores calculated in a spreadsheet and sent to the company dashboard, providing the team with live visibility on their performance.

• The use of automation has not only improved efficiency but also transformed the way Taylor & Hart operates and thinks about problem-solving. Now, whenever there is manual work to be done, the team considers whether Zapier can be used to automate the task. This approach has made Taylor & Hart a disruptor in the jewelry industry, changing the way it operates. The company has been able to maintain its competitive positioning by giving customers the best experience in the shortest time frame possible. Furthermore, the use of technology has greatly enhanced the customer experience, enabling the company to deliver the craftsmanship and quality expected from fine jewelry.

• The time to create a custom engagement ring has been reduced from a year to as little as 15 days.

• Automation has allowed the company to scale and become a global player in the jewelry industry.

• The use of Zapier has enabled the company to maintain a lean team, reducing staffing costs.