A complex legacy system was holding Luv Bridal’s team back. Now every bride’s journey sits in one place.
Luv Bridal is a leading Australian bridal brand, showcasing a curated collection of both international and local designers to celebrate the individuality of every bride. With more than two decades of expertise, the brand is renowned for guiding brides through every step of their journey, from initial inspiration to discovering the perfect gown and fit.
To elevate the customer experience, Luv Bridal partnered with Make Retail to unify sales channels, backend systems and customer data within a single, centralised platform.
With Make Retail’s guidance, the business transitioned from a complex legacy system to a modern, intuitive solution, unlocking new efficiencies, empowering staff and delivering a more seamless experience for every bride.
Legacy system challenges
Before partnering with Make Retail and adopting Shopify POS, Luv Bridal struggled with their legacy system, Bridal Live, that hindered operations – prompting the search for a modern solution to deliver an optimised customer experience. The platform’s complex user interface and frequent data integrity issues were disrupting day-to-day operations and creating barriers for staff to deliver a personalised, seamless experience. New team members, in particular, found the system difficult to navigate, leading to inconsistencies in inventory management and inefficiencies across the business. With customer and operational data spread across disconnected sources, the team lacked a unified view of the customer journey, making it difficult to provide the level of service expected by today’s brides.
It quickly became clear that their existing technology was outdated and a modern, unified system was needed.
Our experience with Aaron from Make Retail has been incredible. He’s been supportive and communicative throughout the entire process from the initial POS consultation to implementation, and we feel confident knowing that whenever an issue arises, we can rely on his guidance. He’s a true problem solver.
Jade Summer-HayesChief Operations Officer, Luv Bridal
The solution
Luv Bridal partnered with Make Retail to reimagine both the staff and customer experience. The solution was to adopt Shopify POS, a centralised platform designed to enhance the customer journey, provide real-time data insights, streamline operations, improve inventory management and ultimately drive sales and loyalty.
Since implementing the new system, Luv Bridal has experienced an uplift in both staff efficiency and customer satisfaction. The intuitive, streamlined interface enables team members to process orders quickly and accurately, reducing wait times during consultations and creating a smoother in-store experience. Automation features, including integrated email flows using Klaviyo, have further strengthened operational consistency and client communications, ensuring brides enjoy a seamless journey from their first consultation through to the final purchase.
Unified customer data and personalisation
By integrating all sales channels, backend systems and customer data, Luv Bridal has built a connected and reliable data ecosystem. Customer information, such as booking details, are now automatically captured and synced within Shopify, reducing manual entry and minimising errors. This unified view gives the Luv Bridal team a complete picture of each bride’s journey, empowering staff to deliver more personalised service and build stronger, long-lasting relationships with their customers.
If you’re considering upgrading your retail technology and want to create a more seamless experience for your customers and team, we’d love to help.
Reach out at hello@makeretail.com.au or give us a call on 1300 844 599 to start the conversation.
