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Besha
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Luxury, Retail
Turning Complex Service Workflows into a Simple, Centralized Experience
When a luxury watch changes hands for service, every detail matters. From the serial number and warranty status to the smallest repair note, the customer expects precision, transparency, and trust. Besha, a leading official service provider for Rolex watches, needed to bring the same craftsmanship they apply to their repairs into their internal processes. They asked us to design and build a secure, centralized system that would streamline client management, track every watch repair, and give their teams the right level of access and control.
The Opportunity
As operations grew, legacy processes made it harder to maintain a clear view of service performance, highlighting the need for a centralized, scalable system.
Before this project, Besha’s service process relied heavily on manual steps, fragmented spreadsheets, and offline confirmations. Essential information about clients, watches, and repairs was scattered and difficult to retrieve. The lack of a unified system created bottlenecks, made it harder to track warranty claims, and limited the ability to generate meaningful statistics. Management lacked a clear overview of service performance, while watchmakers and sales teams had to spend too much time on administrative work instead of focusing on their core tasks.
Precision Matters
In luxury services, precision extends far beyond the product itself. It depends on the systems, data, and processes that support every client interaction.
70%
70% of premium service providers cite secure data management as their top operational challenge.
60%
Over 60% report that disconnected workflows reduce visibility across service performance and customer satisfaction.
40%
Up to 40% faster turnaround is achieved by companies that centralize their service management systems.
The Journey
Translating real-world service workflows into a digital system through observation, collaboration, and iterative design.
We started by looking closely at how things actually worked inside Besha’s service center. How sales staff took in watches, how watchmakers made their repair estimates, how managers tracked the work. Step by step, we saw where the information went and who really needed it.
That led us to design a role-based system. Watchmakers, salespeople, and managers each got their own view with only the tools they used every day. Nothing extra to get in the way.
We followed the workflow from the moment a watch came in, through repair and customer approval, to delivery and invoicing. At each stage we added small checks for traceability, like automatic logs of who made what change. The admin panel was built to be simple to learn and easy to use, even for people who weren’t used to software.
The Solution
We delivered a centralized system that serves as the single source of truth for all client and service data, enabling Besha’s teams to work with clarity, precision, and confidence.
1
Unified Client & Watch Records
Every watch and client profile now lives in one secure database, combining ownership details, warranty status, and complete service history. This ensures full traceability, from intake to delivery, and eliminates data duplication.
2
Smart Requests & Automated Workflows
Service requests seamlessly convert into repair orders with pre-set pricing rules, digital approvals, and status tracking. Automatic notifications keep clients informed, while staff spend less time on manual coordination.
3
Role-Based Access & Permissions
Watchmakers, Sales, and Managers each have tailored dashboards with specific permissions. This structure ensures accountability, protects sensitive data, and simplifies everyday tasks.
4
Real-Time Reporting & Insights
Managers can now access real-time metrics on performance, turnaround time, and warranty claims. These analytics turn service data into actionable insights for better decision-making and forecasting.
5
Secure, Scalable Infrastructure
Built on AWS, the platform provides high availability, secure data handling, and the flexibility to scale as Besha’s operations grow.
What began as a complex manual process is now an integrated, transparent, and efficient system. Besha’s teams save time, reduce errors, and provide clients with a smoother service experience. Management can make better decisions with real-time statistics, while customers enjoy faster, clearer communication.
By blending domain knowledge with technology, we created more than just an admin panel—we delivered a digital backbone for Besha’s service operations, supporting their reputation for excellence in every detail.
