Retail Edge Unveils Cloud CRM for Jewelry Retailers
Retail Edge is creating a cloud-based customer relationship management (CRM) platform tailored for independent jewelry retailers, a significant milestone in its shift towards web-based solutions. With over 400 independent jewelry stores in Australia and New Zealand already utilizing its point-of-sale and inventory management system, the company aims to initiate testing with retailers in late 2026 before a broader industry launch in the first quarter of 2027.
The CRM is the first in a series of cloud products Retail Edge plans to introduce as it moves its software suite to a new platform. They confirm The Edge will remain fully supported throughout this transition.
The new system consolidates customer communications from SMS, email, Facebook, and Instagram into a single inbox, while synchronizing sales, inventory, and customer data with The Edge in near real-time.
Features include customer purchase histories, preferences, wish lists, and important dates, along with appointment scheduling, team briefings, AI-assisted visit notes, Meta campaign tools, and post-sale follow-up prompts.
General manager Leon van Megen stated that changing customer behavior is creating new demands for independent retailers. Sales conversations now often begin through social media, text messages, and website inquiries rather than exclusively in-store.
The platform aims to help jewellers manage these interactions more consistently and identify opportunities to reconnect with customers. “Our job is to put that knowledge to work, so the software tells retailers who to contact today and where their next sale is likely to come from, and to keep it simple,” he explained.
This shift reflects how jewelry retailers now engage with customers across multiple channels, needing tools that streamline both online and in-store interactions. By centralizing communications, the CRM helps retailers build stronger relationships despite the fragmented nature of modern sales conversations.
“Customer relationships and trust are everything in this industry, but the way those relationships are formed and managed continues to evolve,” van Megen added. “Retailers are fielding enquiries from every channel, often after hours. They need modern, fast and reliable tools that help them sell and look after customers both in-store and online.”
The CRM will join Retail Edge’s existing offerings, including The Edge, Edge Pulse analytics, and business coaching. The company also operates alongside a jointly owned US-based business, using sales and inventory data from approximately 2,500 businesses to inform the development of its AI-focused Edge Pulse platform.
