Shopify and Zoho CRM sharing one customer profile

About the client

Luxe Retail Co. is a direct-to-consumer fashion label selling across India through its own Shopify store, marketplaces and two flagship boutiques.

The challenge

Customer data lived in four places. Shopify held orders, the CRM held a partial list imported by CSV every week, the support team worked from a shared inbox and marketing emails were sent from a separate tool. Nobody could answer a simple question: who are our best customers, and when did we last speak to them?

• Weekly CSV imports were always out of date
• Support agents could not see order history while replying
• Marketing campaigns went to customers who had just complained
• No reliable way to measure repeat purchases by segment

Our solution

1. Real-time order sync — Shopify webhooks push every order, refund and customer update into Zoho CRM within seconds, matched on email and phone with de-duplication rules.
2. Unified customer profile — A custom CRM layout shows lifetime value, last order, preferred categories, open tickets and campaign history on one screen.
3. Lifecycle automation — Post-purchase, win-back and VIP journeys in Zoho Campaigns are triggered by CRM fields, with automatic suppression for customers who have an open support ticket.
4. Support with context — Zoho Desk tickets are linked to the CRM contact, so agents see every order and can issue store credit directly from the ticket.

Results

Within one quarter of launch, the brand had a dependable customer database for the first time and could target campaigns by real purchase behaviour.

• Repeat purchase rate up 2.4× in the VIP segment
• 38% fewer 'where is my order' tickets thanks to proactive updates
• Weekly CSV exports eliminated entirely
• Marketing can now report revenue by journey and segment