La Maison d'Or Jewellers
Fine jewellery, bridal & custom design retailer · Ottawa, Eastern Ontario
Congratulations on 75 years at Place d'Orleans and now a third generation with Jessica joining the business - with an 11-person team handling that much custom and repair work, I'd guess order status still gets tracked on paper tickets rather than something clients or staff can look up instantly.
Why they need it
La Maison d'Or is a third-generation, 11-person team (led by president Brent Harden, with daughter Jessica following in the family business) running one of Ottawa's larger independent jewellers out of Place d'Orleans since 1949. With that much staff and volume - Tacori and Maple Leaf Diamond custom commissions, appraisals, and repairs - status updates on custom rings and repair jobs are almost certainly tracked on paper tickets or in staff members' heads, with customers calling in to check progress. Build a customer-facing order and repair tracking portal (login by order number, see stage: designed, cast, set, quality-checked, ready) tied to an internal staff dashboard so any of the 11 team members can pull up a client's job instantly instead of hunting for a physical folder. This reduces phone-tag, speeds up handoffs between sales, design and the bench, and gives a 75-year heritage brand a client experience that matches its AGS-certified expertise.
Tech gaps
No customer-facing order/repair status tracking despite an 11-person team and heavy custom volume; no visible CRM linking online bookings to in-store history
Current tech
Shopify e-commerce site with online 'Book Appointment' page
Selling a customer portal
PlaybookA login for their customers to book, see status, and pay, so the phone stops ringing for updates.
- Ask how many 'where is my job at' calls the office takes a week.
- Portals pay back on admin hours saved, not on new sales. Frame it as staff time.
- Start with status and booking. Payments and documents are phase two.
Objections (3)
- “We already have a website.”
- A website tells people about you. A portal does the work for you. It sits behind a login on the site you already have.
- “Our customers won't log in.”
- They already do it for their bank and their dentist. We text them a link; no password on the first visit.
- “Too expensive.”
- What does one admin hour cost you? Most portals replace 10 to 15 hours a week of status calls.