Case Study: Crown & Caliber achieves 50% faster watch intake and 27% faster listings with SugarCRM

Online Retailer Gets Sales and Lead Funnels Moving Like Clockwork

Crown & Caliber is an Atlanta-based buyer and seller of pre-owned luxury watches that struggled with customer trust, slow internal workflows and an expanding inventory backlog. The young company needed better visibility into customers and operations, faster turnaround from acquisition to listing, and improved cross-team communication and data to drive decisions.

They reimplemented SugarCRM with a process-mapping consultant and a Sugar partner to redesign workflows, automate follow-ups and specialize roles in their “Snake” watch-processing pipeline. The changes gave clearer funnel and inventory visibility, streamlined client service handoffs, and produced measurable gains: acquisitions move into repair/polishing 50% faster, time to “for sale” listings is down 27%, and watches sitting idle in safes were cut by half.

Crown & Caliber

Jason Allen

Chief Marketing Officer