Home Deep DiveCase Studies Rogers & Hollands improves Customer Service with Oracle Cloud

Rogers & Hollands improves Customer Service with Oracle Cloud


For more than a century, Rogers & Hollands has delivered unparalleled customer service to customers during their most special life moments. The family-owned and operated business has grown from one store to the largest multi-channel jewelry retailer in the US. To continue to provide its customers with the high-touch shopping experience the brand is known for, Rogers & Hollands recently implemented Oracle Retail Xstore Point-of-Service (POS). With the mobile retail POS systems throughout its stores, the jeweler has improved service efficiency and given its “rock” star associates access to each customer’s transaction history, wish lists, and preferences so they can provide more personalized guest interactions.
BTM Global, a premier provider of implementation and integration services for Oracle Retail solutions and a member of Oracle PartnerNetwork (OPN), led the implementation.

“For four generations, we have committed to creating a customer experience as high-quality and timeless as our product assortments,” says Brent Stern, Executive Vice President at Rogers & Hollands. “By using Oracle Retail cloud solutions, we can future-proof our omnichannel retail strategy and constantly innovate to ensure our customers are getting the experience that will keep them coming back. BTM Global was instrumental in helping us rapidly deploy the new mobile retail POS and driving quick wins to evolve our in-store guest experience.”

BTM Global will continue to support Rogers & Hollands with its upcoming initiatives to uplevel its loyalty programs, promotions, communications, and inventory management using Oracle Retail Customer Engagement Cloud Service and Oracle Retail Order Broker Cloud Service. With the modern Oracle Cloud for Retail platform, the brand can create an endless aisle to fulfill orders anywhere, anytime, and better serve customers with targeted, personalized offers.
“The Rogers & Hollands team is committed to leveraging the power of Xstore while smartly thinking about future efficiency and adaptability,” says Tom Schoen, chief executive officer of BTM Global. “We look forward to working together on the Oracle Retail projects ahead that will further optimize store performance and improve customer loyalty.”

“Shoppers trust Rogers & Holland’s revered associates for their expertise and personable approach,” says Mike Webster, senior vice president and general manager of Oracle Retail. “With complete mobility, greater inventory visibility, and a 360-degree view of customers, they will be able to deliver an even higher level of service and fulfill customer’s real-time needs across channels.”

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