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Capillary Technologies Launches Capillary InStore™ - Moving Intelligent CRM Directly into the Hands of Retail Sales Associates

Nicole Miller, Puma, Make Up Store, Juzz1, Madura Garments and Other Leading Retailers Now Arming Sales Associates with Personalised Shopper Recommendations Directly on the Sales Floor

October 24, 2013 – Capillary Technologies, a leading provider of cloud-based software solutions that help businesses to engage intelligently with shoppers, today unveiled Capillary InStore™, the latest module in Capillary’s suite of Intelligent Customer Engagement™ solutions. Capillary InStore captures and analyses data on customer behaviour and shopping preferences through social, email, local and mobile channels and arms sales associates with a host of tools for cross-selling, up-selling and strengthening customer engagement directly on the sales floor. Headquartered in Singapore, Capillary serves clients in 16 countries and is known for its high energy and passion in bringing global best Customer Engagement and Loyalty best practices to enterprises across the globe.

“CRM has long been used by marketers as a ‘back-end’ process to mine data and create sales campaigns, but the ideal customer relationships are built face-to-face by store associates,” said Aneesh Reddy, Co-founder and CEO, Capillary Technologies. “By putting valuable up-to-the-minute intelligence directly into the hands of sales associates, forward-thinking retailers can now dramatically enhance shopping experiences on the showroom floor, driving customer engagement through personalised recommendations and instant offers, with an immediate impact to the bottom line.”

Leading Retailers Deploy Capillary InStore

Nicole Miller, one of the leading fashion designers and retailers in the U.S., has deployed Capillary's new InStore module to help integrate customer data across all of its U.S. stores and e-commerce websites. Nicole Miller customers often have a first name relationship with their retail stylists. With a 360-degree view of each customer and detailed intelligence and campaigns available in all stores, Nicole Miller stylists can now make stronger connections with customers based on documented histories detailing shopper preferences across their stores and website. Nicole Miller will soon also launch an integrated omnichannel loyalty program - powered by Capillary - that will deliver accelerated rewards and delightful shopping experiences to their customers.

"The Capillary team has been very responsive and great to work with. We're anticipating great results in growing customer loyalty from the partnership," said Andrea Marron, Nicole Miller's Director of Digital Strategy.

MAKE UP STORE, a leading make up brand with more than 130 stores in 20 countries, has deployed Capillary’s new InStore module to help integrate customer data in stores. With a 360-degree view of each customer and detailed intelligence and campaigns available in all stores, Make Up Store can now make stronger connections with customers based on documented histories detailing shopper preferences across their stores and digital presence, driving intelligent product recommendations and in-store offers to accelerate sales performance.  

“When we decided to upgrade our loyalty programme with a mobile and social-centric CRM engine, we chose Capillary to be our partner. As we moved further into the programme, we discovered that Capillary’s customer service-oriented model offers in-depth insights of customers’ profiles and behaviours which we believe can be effectively used to engage with them more creatively,” said Elaine Fong, Marketing Manager, MAKE UP STORE, Singapore. “Our next move is to utilise Capillary's Social CRM module on Facebook, as we are now looking at moving to a new level of engaging with our members.”

Madura Garments, the number one fashion retailer in South Asia - with brands including Allen Solly, Esprit, Louis Phillippe and Van Heusen - has deployed Capillary InStore across more than 800 retail locations serving over three million shoppers, with a special focus on enabling store associates in luxury brand locations.

"We are encouraged by the early results seen across a few of our brands where the InStore module has been deployed,” said Shiv Subramaniam, Director of Consumer Practices for Madura Garments. “What is even more exciting is the potential we see in this product to provide just-in-time customer information and intelligence to the front end, that I believe can be a game-changer. We believe that this can significantly alter the way we drive value from in-store engagement, and we have seen great results from instant campaigns and data enrichment. We are working closely with the Capillary team to roll out the deployment across our key fashion brands. In the end, we believe this will not only truly empower our sales associates, but also keep them highly motivated and help us drive better business value."

Capillary InStore Brings CRM to the ‘Front of the House’

Capillary InStore adds new capabilities around customer data quality and enrichment, relevant product recommendations, personalisation, and mobile/tablet integration to Capillary’s award-winning suite of Intelligent Customer Engagement solutions.  Highlights of the InStore solution include:

    On-demand knowledge of how customers have interacted with marketing campaigns, loyalty programmes and store associates, as well as product selection from past shopping experiences, enabling sales personnel to make current store experiences both richer and more rewarding

    End-to-end customer experience management, including integration with Facebook, Twitter and other social networks, enabling deep customer profiles to be built incrementally over a period of time

    High-quality data maintenance through multichannel de-duplication, enrichment programmes and simple, effective authentication procedures

    Powerful instant rewards and couponing capabilities that enable sales associates to engage customers while they are in stores

    Tailor-made recommendation workflows, personalisation and targeting capabilities that help retailers combat ‘showrooming’ and other contemporary customer behaviours

Capillary InStore can integrate with any point of sale (POS) system in real-time and has ready adapters for hundreds of the most popular retail and restaurant POS systems. The cloud-based solution also powers Android and iOS mobile and tablet apps, so store associates can carry the power of intelligence with them onto retail sales floors. Capillary InStore is the first product in its category to openly provide APIs and developer solutions within the store intranet for integration into other mobile POS systems.

Capillary InStore is available today and a free trial can be arranged by visiting .  

About Capillary Technologies
Capillary Technologies is a leading provider of cloud-based software solutions that helps retailers to engage intelligently with customers through in-store, mobile, social and e-mail channels. Capillary’s platform powers end-to-end customer engagement, clienteling, loyalty and social CRM for more than 150 major brands across 10,000 retail locations, bringing instant shopper gratification to over 75 million consumers across the Asia-Pacific region, United States, United Kingdom, Middle East and South Africa.  Capillary’s customers include industry leaders such as Courts, Guardian, Benetton, Jack Wills, Marks & Spencer, Nike, Puma, Nokia, Pizza Hut and KFC.  Capillary has been named Marketing Magazine's CRM & Loyalty Agency of the Year 2013; a Gartner 2013 Cool Vendor; and one of Mint/WSJ Bloomberg Businessweek’s Hottest Technology Businesses 2013.  Capillary is backed by Sequoia Capital, Norwest Venture Partners and Qualcomm Ventures.


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