APART elevates luxury CX with AI & Salesforce

APART is a luxury jewelry brand known for its exquisite craftsmanship and premium customer experience, offering high-end jewelry through both online and offline retail channels. With a loyal customer base across Poland and the wider EU, APART set out to bring the same sense of care and personalization that defines its boutiques into every digital touchpoint.

The ambition was clear: unify customer data, modernize marketing and service operations, and use AI to deliver the kind of personal, attentive experience APART's clients expect — at scale, across stores, e-commerce and every campaign.

Before the transformation, APART was facing a familiar set of growth blockers for premium retail:

• Lack of personalized marketing campaigns and real-time recommendations across channels.
• Customer data scattered across multiple systems, preventing service agents and marketing teams from getting a complete view of client interactions.
• Manual case management and limited automation, leading to delayed response times and impacting customer satisfaction.
• Fragmented customer service processes, making it difficult to deliver a seamless support experience.

FINALLY and Salesforce co-designed a multi-phase roadmap that aligns APART's evolving business goals with the platform's capabilities — making sure every release ships measurable value while keeping the door open for future expansion.

The first phases of the transformation delivered tangible business outcomes:

• An 870% CTR boost from personalized email recommendations.
• 25% of abandoned carts recovered through automated, behavior-based journeys.
• ~29% estimated reduction in case resolution time with Service Cloud.
• Service Cloud MVP live in just 5 weeks from kick-off.
• 30+ Salesforce licenses rolled out across marketing, service and sales teams.

The roadmap continues to deepen intelligence and automation across the APART experience:

• Expanding AI-powered product recommendations across web, email and clienteling.
• Activating predictive segments to anticipate client needs before they reach out.
• Connecting boutique and online journeys into a single, unified client lifecycle.
• Scaling the model across new markets and product categories.