How Bremont pioneers individualized, cross-channel customer experiences in retail

About Bremont

Bremont Watch Company is a luxury aviation-themed British watchmaker, based in England. Time began for Bremont in 2002, when it embarked on a journey to make superior quality pilot’s watches. Inspired by a love of flying historic aircraft, watches, and all things mechanical, Bremont timepieces are tested beyond the normal call of duty.

 The watches in Bremont’s core range are all chronometer rated and it is one of the few companies that offers a 3-year warranty on every product. Since its founding, Bremont has received various awards, including the Watch Pro ‘Watch Company Of The Year’, 2019, HSBC Global Connections’ overall winner, 2013, and UK Retail Jewellery’s Luxury Watch Brand Of The Year and Store Design Of The Year Award, 2013.

Why Bremont chose Insider: For its personalization-focused suite of tools

Bremont wanted to make a strong mark in the luxury watch industry by interacting with clients in interesting new ways and leveraging both online and offline mediums to tell deep and compelling stories.

Before Insider came onboard, Bremont’s existing tech stack was basic and not conducive to support its new, ambitious client communication strategies. The company operated with Microsoft Dynamic CRM, which worked manually to extract data. This proved ineffective in keeping pace with Bremont’s digital email marketing campaigns. Also, the support team was unable to provide comprehensive answers on data, opportunities on how to better leverage the company database, and interact with clients in the right way. Bremont realized the platform was too manual and not able to fulfill its needs. 

Insider filled all the gaps for Bremont. The depth and capability of its Growth Management Platform, and its aggregated suite of tools offered a number of unique features and functions, and combined personalization with customer communication to offer a right-fit tech stack to Bremont.

Architect enables customer communication on the right channel, at the right time

Bremont was looking at communicating with its customers on a channel of their choosing, and to focus on products that they were interested in. Insider’s Architect, an AI-driven customer journey building tool that uses personalization to engage with buyers through their preferred channels, at a time when they are most likely to be online, fit the bill perfectly for Bremont.

The company was able to communicate effectively with its clients through their chosen communication method and to highlight products that would interest them.

“What impressed me about working with Insider was the amount of effort and time they put into every project. It’s a digital marketing platform, but it goes way beyond that. It’s not just the software, technology, or algorithms. Insider is actually a team of very talented people that support you along your digital marketing journey. You get two account managers: one is customer success focused and the other technical focused. And they’re there on a weekly basis to guide you through the platform and to get the most out of it.”

Chris Reynolds

Managing Director, Bremont

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