Capillary Technologies Launches Capillary InStore(TM), Moving Intelligent CRM Directly Into the Hands of Retail Sales Associates

LAS VEGAS, NV–(Marketwired – Oct 8, 2013) – MONEY2020 CONFERENCE —  Capillary Technologies[1], a leading provider of cloud-based solutions that enable retailers to intelligently engage with shoppers, today unveiled Capillary InStore[2]™, the latest module in Capillary’s suite of Intelligent Customer Engagement[3]™ solutions. Capillary InStore captures and analyzes data on customer behavior and shopping preferences through social, e-mail, local and mobile channels and arms sales associates with a host of tools for cross-selling, up-selling and strengthening customer engagement directly on the sales floor. 

“CRM has long been used by marketers as a ‘back-end’ process to mine data and create sales campaigns, but the ideal customer relationships are built face-to-face by store associates,” said Krishna Mehra, Capillary Co-Founder & Chief Technology Officer. “By putting valuable up-to-the-minute intelligence directly into the hands of sales associates, forward-thinking retailers can now dramatically enhance shopping experiences on the showroom floor, driving customer engagement through personalized recommendations and instant offers, with an immediate impact to the bottom line.”

Leading Retailers Deploy Capillary InStore

Nicole Miller[4], one of the leading fashion designers and retailers in the U.S., has deployed Capillary’s new InStore module to help integrate customer data across all of its U.S. stores and e-commerce websites. Nicole Miller customers often have a first name relationship with their retail stylists. With a 360-degree view of each customer and detailed intelligence and campaigns available in all stores, Nicole Miller stylists can now make stronger connections with customers based on documented histories detailing shopper preferences across their stores and website. Nicole Miller will soon also launch an integrated omnichannel loyalty program — powered by Capillary — that will deliver accelerated rewards and delightful shopping experiences to their customers.

“The Capillary team has been very responsive and great to work with. We’re anticipating great results in growing customer loyalty from the partnership,” said Andrea Marron, Nicole Miller’s Director of Digital Strategy.

Tennis Express[5], one of the top tennis goods retailers in the United States, is also leveraging Capillary’s suite of Intelligent Customer Engagement solutions across their e-commerce websites and retail locations.

“We’re extremely pleased with our partnership with Capillary. Their platform has allowed us to analyze a great deal of data around customer behaviors and purchases to more effectively target our communications and offers,” said Brad Blume, CEO of Tennis Express. “Having experienced close to a 4% lift in revenues within three months of our implementation, we are now looking forward to rolling out Capillary InStore at our retail storefront to further drive customer engagement and sales.”

Madura Garments[6], the number one fashion retailer in South Asia — with brands including Allen Solly, Esprit, Louis Phillippe and Van Heusen — has deployed Capillary InStore across more than 800 retail locations serving over three million shoppers, with a special focus on enabling store associates in luxury brand locations.

“We are encouraged by the early results we’ve seen across a few of our brands where the InStore module has been deployed,” said Shiv Subramaniam, Director of Consumer Practices for Madura Garments. “What is even more exciting is the potential we see in this product to provide just-in-time customer information and intelligence to the front end, that I believe can be a game-changer. We believe that this can dramatically alter the way we drive value from in-store engagement, and we have seen great results from instant campaigns and data enrichment. We’re working closely with the Capillary team to roll out the deployment across our key fashion brands. In the end, we believe this will not only truly empower our sales associates, but also keep them highly motivated and help us drive better business value.”

Capillary InStore Brings CRM to the ‘Front of the House’

Capillary InStore adds new capabilities around customer data quality and enrichment, relevant product recommendations, personalization, and mobile/tablet integration to Capillary’s award-winning suite of Intelligent Customer Engagement solutions. Highlights of the InStore solution include:

  • On-demand knowledge of how customers have interacted with marketing campaigns, loyalty programs and store associates as well as product selection from past shopping experiences, enabling sales personnel to make current store experiences both richer and more rewarding;
  • End-to-end customer experience management, including integration with Facebook, Twitter and other social networks, enabling deep customer profiles to be built incrementally over time;
  • High-quality data maintenance through multichannel de-duplication, enrichment programs and simple, effective authentication procedures; 
  • Powerful instant rewards and couponing capabilities that enable sales associates to engage customers while they are in stores; and
  • Tailor-made recommendation workflows, personalization and targeting capabilities that help retailers combat ‘showrooming’ and other contemporary customer behaviors.

Capillary InStore can integrate with any point of sale (POS) system in real-time and has ready adapters for hundreds of the most popular retail and restaurant POS systems. The cloud-based solution also powers Android and iOS mobile and tablet apps so store associates can carry the power of intelligence with them onto retail sales floors. Capillary InStore is the first product in its category to openly provide APIs and developer solutions within the store intranet for integration into other mobile POS systems.

Capillary InStore is available today and a free trial can be arranged by visiting[7]

About Capillary Technologies

Capillary Technologies[8] is a leading provider of cloud-based software solutions that helps retailers to engage intelligently with customers through in-store, mobile, social and e-mail channels. Capillary’s platform powers end-to-end customer engagement, clienteling, loyalty and social CRM for more than 150 major brands across 10,000 retail locations, bringing instant shopper gratification to over 75 million consumers across the United States, United Kingdom, Middle East, South Africa and the Asia-Pacific region. Capillary’s customers include industry leaders such as Benetton, Jack Wills, Marks & Spencer, Nicole Miller, Nike, Puma, Nokia, Pizza Hut and Tennis Express. Capillary has been named Marketing Magazine’s CRM & Loyalty Agency of the Year 2013; a Gartner 2013 Cool Vendor; and one of Mint/WSJ Bloomberg Businessweek’s Hottest Technology Businesses 2013. Capillary is backed by Sequoia Capital, Norwest Venture Partners and Qualcomm Ventures.


  1. ^Capillary Technologies (
  2. ^Capillary InStore (
  3. ^Intelligent Customer Engagement (
  4. ^Nicole Miller (
  5. ^Tennis Express (
  6. ^Madura Garments (
  7. ^ (
  8. ^Capillary Technologies (

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