Longchamp
19 January, 2026
Reading time : 2 min.
90%
user satisfaction
9
customers out of 10 created via the sales tablet
90%
opt-in collection through the application
“One of ChapsVision’s strengths lies in its ability to integrate at various stages of the customer journey. This allows the entire customer journey to be managed within a single solution, thereby improving the overall experience.”
Thibaut Servetti
CRM Domain Manager,
Longchamp IT Department
In 1948, Jean Cassegrain unveiled his unique vision of French elegance and reinvented the codes of modern luxury under the Longchamp brand. Originally a manufacturer of leather-wrapped pipes, the House expanded its expertise to travel accessories, handbags, ready-to-wear and footwear. Longchamp is now present worldwide.
+300
points of sale
+1 300
sales associates
21
countries including China
In a context heavily impacted by the Covid-19 crisis, the Longchamp House had to face real challenges such as:
- Ensuring a seamless customer experience worldwide
- Optimizing data collection for better customer knowledge
- Facilitating personalized customer interactions
- Tracking and measuring the impact of clienteling actions
Longchamp wanted to implement a Clienteling solution to transform the sales advisor/customer relationship based on the following guiding principles:
- A 360° view of the customer: better knowledge of the customer and their context across all online and offline touchpoints.
- A personalized service: tailored advice and offers for each customer, along with targeted engagement and loyalty actions.
- An enhanced shopping experience: a memorable, differentiated and seamless in-store experience.
These principles aim to deliver a new promise regarding the quality of the in-store experience, while also improving the sales advisors’ experience to help them better embrace their role.
Implemented features
UNIFIED CUSTOMER DATABASE:
Global database (Europe, Asia, Americas…), deduplication, data quality management, Capency link, native integration into the IT ecosystem, unlimited API suite
CUSTOMER SERVICE:
CRM customer file, customer service complaint management, internal FAQ, in-store after-sales service
LOYALTY ENGINE:
Customer segmentation calculation, Earn & Burn management
DIGITAL IN-STORE:
- Product catalog & extended range with real-time stock
- Clienteling: customer creation, consultation and history
- Task Management: in-store agenda management and tasks pushed by the CRM team
MARKETING AUTOMATION:
- Personalization
- Automation
- Segmentation
- Engagement
Team adoption
- 90% of users say the solution makes their daily work easier
- 77% usage rate for clienteling actions
- 9 out of 10 customers created via the application
- 90% opt-in collection via the application vs. 51% via checkout
Customer loyalty
- 50% conversion rate within 15 days for customers contacted by phone, with a higher average basket
- 64% of wishlists converted into purchases within 15 days
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