How WatchBox Turned Scattered Customer Data into One Trusted View of Every Collector

WatchBox, a global dealer of certified pre-owned luxury watches, depends on long-term relationships between collectors and their client advisors. Legacy data migrations and a growing list of inbound channels, including web forms, social media lead ads, phone, text, and marketing integrations, were creating duplicate customer records and splitting each client’s purchase history across several places. That put personalized service at risk, along with accurate reporting and correct account ownership. Standard CRM matching rules couldn’t handle the volume. With Plauti, WatchBox cleaned up years of existing duplicates, automated merging and lead conversion, and added real-time duplicate warnings so employees know right away when they’re entering an existing customer. Now advisors work from one complete customer profile, segmentation is sharper, and WatchBox reports month-over-month business growth that it credits Plauti with helping make possible.