Case Study: OFF Wax & ON Brow House achieves scalable growth and a standout customer experience with Timely

Providing the Perfect Customer Experience

Nicky Shore is the founder of OFF Wax & ON Brow House, which opened New Zealand’s first dedicated waxing salon in 2008 and later pioneered microblading nationwide. Facing an industry stuck in “do everything” generalism and poor customer experiences, she set out to create a specialist, brand-driven business that would change how people feel about beauty, starting from a modest single shop and tight personal resources.

Nicky solved that challenge by focusing on specialisation, a memorable customer experience and strong branding, while partnering closely with Timely software as the operational backbone. That combination let OFF Wax & ON scale from one location to a national chain, influence product development, keep a consistent “heart and pulse” across clinics, and cement its position as New Zealand’s leading expert in waxing and brows.

OFF Wax & ON Brow House

Nicky Shore

Founder and Owner