Masons uses Vend to provide superior customer service

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Fashion Icon Fashion

Single Store Icon Single-store

Location AU Australia
Masons Casestudy Logo 1

Masons is a luxury menswear store in Melbourne, Australia. Part clothing showroom, part whiskey and coffee bar, Masons carries contemporary garments as well as classic brands.

Masons has one brick and mortar location using an integrated system of Vend POS, Tyro, and Xero.

masonsofficial.com

At a Glance

Advanced POS that delivers a customer-centric retail experience.

Using Vend, Masons is able to:

  • Deliver highly personalised customer experience.
  • Run a multi-tiered customer VIP programme.
  • Run targeted campaigns and promotions.
  • Save time with integrated payments and powerful reporting.
  • Scale up and run a Dior Homme pop-up successfully.

The Challenge

As a business focused on creating a superior shopping experience, Masons needed an integrated POS system able to deliver world-class customer service, engage customers, and run targeted campaigns and promotions.

Masons’ team is extremely experienced in high-end retail - founder Marco came from Harrolds, and Boutique Manager Nami came from Tom Ford. This experience served as motivation for Marco’s vision - to create a luxury menswear retailer that provides not only high end fashion, but superior levels of service for each and every customer.

To realise this vision, Masons needed an integrated POS system that would allow them to easily focus on providing incredible customer experience, while giving them the flexibility to run things exactly the way they want.

“Our business is incredibly customer focused. Vend absolutely stands out with its ability to deliver a customer-centric retail experience.”
Nami Nguyen, Boutique Manager

The Solution

Masons needed advanced features such as inventory management, analytics & reporting, but they also needed this to be cost effective.

Masons engaged Vend Expert Partner Project96 for consulting, integration and support. After an initial consultation and POS evaluation with Project 96, Masons chose Vend for its powerful yet easy to use customer management and engagement features, and also the flexibility of Vend API on which Project96 developed custom features. “Project96 was the perfect partner,” says Nami, Boutique Manager at Masons. “Throughout the process of finding the right vendor, we found that Project96 were not only able to understand our concept but brought our vision to something tangible. Not only this, the Project96 team provided a level of service that was unparalleled.”

All of Masons’ electronic payments are directly integrated through Tyro, with terminals that were simple to set up and are fast to use. Vend’s vast Reporting features also helps Masons’ to gain valuable insights into their customers, sales, and inventory.

“We've been able to implement a solution that empowers the team at Masons to provided an unrivalled level of client engagement and management.”
Michal Bogatko, Lead Integrator at Project96

Masons brings their solution together with the best in retail

The Results

Slick customer experience, targeted promotions, well run VIP programmes, and informed business decisions.

Retrieving customer notes, purchasing history, and preferences in Vend, and running a very tight VIP programme helps Masons’ team build deeper relationships with their clients. It also helps them make calculated recommendations and increase transaction values.

The team have also seen the benefits of running targeted marketing and promotions through Vend. “Vend provides us amazing analytics with how our products are performing. We now run targeted promotions based on product insights and we’ve seen good results,” says Nami. “We’ve also seen a high engagement rate now that we share news with customers that are targeted to the brands that they love.”

Masons have also made use of Vend’s flexibility, by creating a successful and well received pop-up showcasing Dior Homme’s 2018 summer collection. Since staff were already familiar with the Vend system, it made it simple to get the pop-up up and running and make sure they never missed a sale.

With Vend integrated payments end of day reconciliations are a breeze, a massive time saver when compared to their previous system. Plus, Vend’s easy to use reporting function allows the team to quickly generate the data they need to operate their business and focus on creating an amazing experience for their customers.

“We definitely recommend Vend to retail businesses that want to grow, that want to offer their customers the best experience there is.”
Nami Nguyen, Boutique Manager at Masons

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