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Case Study

House of Garrard – CRM Development

The House of Garrard was keenly aware of the opportunity to communicate with their existing customer base and capture details of prospective customers.

 

Having worked with House of Garrard on several projects, Filter was engaged to improve business processes, allowing for more tailored use of customer data captured in-store or on their website through a refreshed approach to CRM implementation.

CRM HubSpot Integration User Experience Design WooCommerce
Jewelry display featuring intricate wing-shaped pendants and earrings, crafted with shimmering blue stones and silver accents. The sunlight casts delicate shadows, highlighting the elegance of each piece.

Introduction

Integrated CRM Development – Capture & Convert

House of Garrard needed an integrated CRM system to capture customer data and leads from every channel while avoiding large upfront costs and extended deployment times.

 

Filter identified HubSpot as the optimal solution and implemented a phased deployment with comprehensive data audit, integration setup, and workflow automation.

 

The result is a robust CRM foundation that provides real-time lead access and intelligent categorisation, enabling trend spotting and channel-specific responses.

Relationship Length

Long-term digital partner

Focus

Improving business processes for tailored customer data use and lead capture

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Problem Problem

  • Losing leads and repeat sales across channels
  • Needed CRM to import historic data and capture all leads
  • Wanted to avoid high costs and long rollouts

Solution Solution

  • Chose HubSpot with pay-as-you-go model
  • Phased deployment with data audit, cleaning, and integration
  • Set up pipelines and workflows to automate sales processes

Result Result

  • All leads now captured in real time
  • Categorisation enables product trend insights
  • CRM ready for future functionality

A laptop displays a digital dashboard with a table of prospective data, including various metrics, checkboxes, and action buttons, arranged clearly for user interaction and analysis.

Challenge

House of Garrard wanted a CRM system that could absorb historic data and capture customer data and leads from every channel in which they have a presence, while avoiding large up-front licensing costs and extended deployment times.

This suggested a hosted service with pay-as-you-go model and extensive options for data capture, import and integration. The solution needed to complement existing business processes while including GDPR readiness as a key focus area.

Our Approach

Working with the senior management team, we identified HubSpot as the tool of choice, offering the best value for current and future requirements with necessary integrations and sufficient data organisation flexibility.

We designed a phased deployment plan to roll out features gradually, minimising business disruption.

The initial work focused on auditing existing client and sales data, which was cleaned, de-duplicated and prepared for import. Integrations were built to ensure website and social platform CTAs led to data capture and lead generation.

A laptop displays a jewelry website featuring gold bracelets. The left side shows a collection of sparkling jewelry pieces, while the right side provides product details and options to book appointments or inquire further, all set against a light blue background.
A laptop displaying the Garrard website's "Client Care" section, featuring options for inquiries and support, with an engaging and user-friendly layout.

Results

As a result of the HubSpot implementation, all expressions of interest by prospective customers generate lead data accessible in real time across the business.

Categorisation of leads based on favourite products or collections makes it easier to spot trends in customer behaviour and respond intelligently in channel-specific ways.

The CRM foundation enables additional functionality introduction where valuable, while rigorous testing and staff training supported successful adoption throughout the business with process optimisation.

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Why This Story Matters

This project demonstrates how strategic CRM implementation can transform lead capture and customer relationship management for luxury brands.

For House of Garrard, that meant real-time lead access and intelligent categorisation that enables trend spotting and personalised responses.

If your business struggles with lead capture across multiple channels, needs better customer data organisation, or wants to avoid costly CRM deployments, we can help implement solutions that provide immediate value while building foundations for future growth.

A sophisticated jewelry showroom featuring glass display cases against wooden paneling and a central glass table showcasing various pieces, illuminated by soft lighting for an elegant ambiance.

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