DoubleTick
CUSTOMER STORIES/FIREFLY DIAMONDS
Firefly Diamonds

39x higher engagement vs email with seamless online-to-offline retail engine

Adit Bhansali
Adit BhansaliCo-founder, Firefly Diamonds
|2 MIN READ|
Play video
HIGHER ENGAGEMENT VS EMAIL39x
LEAD ENGAGEMENT8-10%
AT A GLANCE

The Story

Firefly Diamonds, a premier lab-grown diamond brand founded in 2023, faced a classic high-stakes retail dilemma: how to scale a high-ticket, luxury brand online while maintaining the personalised “human touch” required to close sales in-store.

Following a $3 million seed round in March 2025, the brand partnered with DoubleTick to bridge the gap between digital discovery and physical retail conversion.

CHALLENGE 1

The Weekday Slump and Lead Distribution

While weekend footfall was steady, retail teams remained underutilised during weekdays. Scaling lead generation via Meta ads often resulted in leads not being assigned to the correct local store quickly enough.

AUTOMATED LEAD QUALIFICATION & ROUTING
CTWA Ads FlowWhen a user clicks an ad on Instagram or Facebook, they land in a WhatsApp chat.
AI Bot QualificationA pre-configured DoubleTick AI bot immediately captures the user’s location, product interest, and purchase intent.
Location-Based RoutingBased on the location data, the lead is automatically routed to the nearest physical store team’s mobile app for immediate follow-up.
CHALLENGE 2

Long Sales Cycles and Cold Leads

Diamonds are not “impulse buys.” They require a long sales cycle, high trust, and personalised consultations. Traditional email remarketing yielded 0.2% open rates.

PERSONALISED NURTURING VIA DRIP CAMPAIGNS
Automated NudgesIf a customer goes cold, the system sends automated reminders.
The Assisted BuyStore consultants use the DoubleTick Mobile App to send product photos, videos, and invitations for in-store trials.
Adit Bhansali
Firefly Diamonds

“DoubleTick allows us to track the number of leads coming from each location... it’s clear which content is resonating better.”

Adit Bhansali

Co-founder, Firefly Diamonds

CHALLENGE 3

Ineffective Re-engagement

Traditional marketing channels like email were yielding dismal results (0.2% open rates), making it nearly impossible to nurture long-term prospects.

HIGH-CONVERSION RETARGETING
Carousel TemplatesMarketing teams send rich, visual catalogs via WhatsApp.
Localized SendingMessages are sent from store-specific numbers, increasing trust.
39x EngagementThis approach achieved 39x higher engagement compared to traditional email marketing.
MEASURABLE IMPACT

What changed after DoubleTick

8-10% inquiry rate via WhatsApp vs. 0.2% via Email.
8-10%LEAD ENGAGEMENT
Thousands of agent hours saved through automated qualification.
Operational Efficiency
Significant increase in weekday appointments and footfall.
Store Productivity
Direct correlation between specific ad creative and in-store purchases.
Full-Funnel Visibility
Adit Bhansali
Firefly Diamonds

“DoubleTick allows us to track the number of leads coming from each location... it’s clear which content is resonating better. We want to clearly see how leads move from qualified, to calls, to store visits, to conversion.”

Adit Bhansali

Co-founder, Firefly Diamonds

SEE HOW OTHERS DID IT

Stories worth your time

RETAIL
Watch Story

50% of conversions driven through WhatsApp

True Diamond is a disruptive player in the luxury diamond industry, founded by entrepreneurs who transitioned from the online brand-building world to the jewellery space. Recognising a “tectonic shift” in how consumers discover luxury goods, they bypassed traditional industry norms to adopt a digital-first approach.

Darayus
DarayusFounder, True Diamond
True Diamonds
B2B
Watch Story

7x customer growth with 90% response rate

Jewel Casa is a leading online B2B platform that bridges the gap between jewellery manufacturers and retail showrooms across India. Led by Director Ajay Jain, the platform provides retailers access to collections from over 80+ top manufacturers in a single, unified digital interface.

Ajay Jain
Ajay JainDirector, Jewel Casa
Jewel Casa
PRODUCT & SERVICES
Watch Story

300% ROI growth with under 10s response time

Established in 2020, Mayfair Wrapping has rapidly ascended to become Dubai’s premier residential and commercial wrapping specialist. With a British management team at the helm and over 6,000 successful installations completed across the UAE, the company has built its reputation on premium interior transformations.

Becky Martin
Becky MartinCEO of Mayfair Wrapping
Mayfair Wrapping
Start today

Turn conversations
into conversions

Book a demo