Paint specialist Farrow & Ball boosts customer experience with deployment of Proximity digital tools

Proximity has announced a partnership with Farrow & Ball, a British paint and wallpaper manufacturer.

The former’s tool connects and streamlines appointment booking, customer journey management, data capture and customer communications for Farrow & Ball.

Proximity has integrated a global appointment booking solution for Farrow & Ball Colour Consultants across multiple regions for both in-home and virtual consultations.

The tool also offers a customer 360 view, manages tasks throughout the customer journey including pre and post appointment actions, provides detailed reporting, and enables multi-channel outreach via email, SMS, and WhatsApp.

Rebecca Gleave, Global Head of Retail at Farrow & Ball, says: "We are delighted to have launched Proximity for our Colour Consultants and retail teams globally. Proximity gives us the ability to interact with our clients at every stage of their colour consultancy journey and we are looking forward to realising the commercial benefits that Proximity will bring."

Cathy McCabe, CEO at Proximity, says: "We're thrilled to partner with Farrow & Ball and empower them to continue to provide exceptional customer services. Our Retail Super-App will help them to inspire their customers with personalised experiences and a seamless customer journey, whilst improving operational efficiency within their teams. It's an exciting step forward for both companies.”

2024 RTIH INNOVATION AWARDS

Customer service is a key focus area for the sixth edition of the RTIH Innovation Awards, which is now open for entries.

The awards, sponsored by Scala, CADS, 3D Cloud, Brightpearl by Sage’s Lightning 50, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.

Key 2024 dates

Friday, 25th October: Award entry deadline 

Tuesday, 29th October: 2024 shortlist revealed

30th October-6th November: Judging days

Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.