Jewellery retail major Joyalukkas has announced a strategic partnership with Zoho to drive a large-scale digital transformation initiative aimed at enhancing customer experience and operational efficiency across its global retail footprint.
With over 175 showrooms in 11 countries, Joyalukkas began the transformation by implementing Zoho’s Customer Experience Platform in more than 100 of its stores in India. This first phase unified sales and service functions, centralised customer data, and introduced greater agility into retail operations.
Following the successful India rollout, the platform has now been extended across 10 international markets, including the UAE, United States, United Kingdom, Singapore, and Malaysia. Powered by contextual intelligence, the system supports real-time, personalised engagement and lays the groundwork for scalable customer experience innovation worldwide.
The transformation comes as Joyalukkas sought to bring enhanced cohesion, intelligence, and adaptability to its omnichannel operations. The company moved beyond traditional CRM systems in favour of a unified platform designed to manage complex global operations while also delivering consistent, personalised customer interactions.
Zoho’s Enterprise Business Solutions team led the implementation using a phased, consulting-driven approach tailored to Joyalukkas’ international 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.
Commenting on the partnership, Zoho CEO Mani Vembu added, “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.”
The collaboration underscores the growing demand for intelligent, scalable technology in luxury retail as brands seek to remain competitive across global markets while elevating customer loyalty and satisfaction.
