Case Study: Baume & Mercier achieves unified social management and faster response times with Falcon.io

Baume & Mercier uses social media as the only way to speak directly to their customers

Baume & Mercier, the Swiss "entry luxury" watch brand targeting younger professionals and Gen Z, faced a major challenge: without owned boutiques and with an independent wholesale network, the brand had limited direct customer feedback. With a one-woman social team managing global channels, Baume & Mercier needed a way to centralize customer conversations, monitor sentiment, and gather product and retailer insights across Twitter, Facebook and Instagram.

They implemented Falcon.io to unify platforms, streamline agency collaboration and assign messages, enabling social listening, proactive support and scalable workflows. Results included no missed comments, faster response times (now 24–48 hours), clearer tracking of retailer and service issues, rising engagement on Instagram, improved traffic from Pinterest and an overall more efficient, accountable approach to customer engagement.

Baume & Mercier

Fabienne Glardon

International Social Media Manager