Fortnum & Mason has installed a new clienteling platform to improve personalised customer experiences across its stores.

Called Fortnum’s Connect, the luxury retailer said the platform will provide its staff with a real-time, centralised view of customer profiles, allowing teams to access information including shopping preferences, purchase history and product recommendations while serving customers in-store.

The tool has been installed in partnership with retail technology firm Proximity and is built using the firm’s clienteling technology.

The system is designed to help Fortnum & Mason deliver more consistent and personalised service across its retail operations and also includes tools for one-to-one customer communications via email, SMS and WhatsApp.

Additionally, staff can use the platform for appointment booking, in-store event management, reporting and analytics.

"Exceptional customer service is part of our DNA at Fortnum & Mason, and it's something we've been extremely proud of throughout our history, but we can never stand still. This is why I'm delighted to be working with Proximity, and with their support we're launching Fortnum's Connect,” said Sean Ghouse, director of UK retail at Fortnum & Mason. “It allows our customers to build a personal relationship with our teams in-store, and gives us the chance to enhance our existing levels of service.

“To connect and talk even more meaningfully to our customers in future means that we can continue to know and serve them brilliantly."

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