Case Study: Larsen Jewellery achieves paperless, customer-centric growth with SugarCRM

CRM supports clarity and excellence in a business where special experience is everything

Larsen Jewellery, a Sydney-based studio specialising in custom-made fine jewellery and immersive customer experiences, needed a way to scale without losing its personalised service. Owner Lars Larsen, who brings a business-focused perspective from investment banking, found the company’s entirely paper-based customer records and manual production tracking were error-prone, hard to analyse and unsustainable as the brand planned to open new branches.

After evaluating industry products and custom builds, Larsen implemented SugarCRM enhanced with Flexidocs through CRM Online (25 licences, six-month phased rollout). The CRM centralised contact, sales, production and service data, added automated triggers and checks, reduced human error, sped up staff access to customer information and improved process consistency—delivering a better customer experience and a scalable platform for growth.

Larsen Jewellery

Lars Larsen

Owner