The Equinox Customer Service is the identity and engagement backbone of the Equinox 9.x commerce platform — giving every brand a single, trusted view of their customers across all channels, storefronts, and devices, from first registration through every purchase and loyalty interaction.
Business Value
Capability
Business Outcome
Unified Customer Identity
One authoritative profile per customer across every channel and storefront — no data silos, no duplicate records
Flexible Authentication
Support any login method shoppers expect — social, enterprise SSO, or traditional credentials — without re-platforming
Personalisation Foundation
Rich first-party data (wishlists, preferences, consents, payment methods) fuels targeted campaigns and personalised experiences
Privacy & Compliance Ready
Built-in GDPR export and erasure workflows with configurable consent templates reduce regulatory risk in every market
Multi-Brand, Multi-Region
Serve multiple brands or regions from shared infrastructure with complete data isolation per tenant
Open & Extensible
Plug in your preferred payment, notification, and address validation providers through the Equinox Marketplace — no core changes required
Who Uses It
Persona
How They Interact
Shoppers
Register, log in, manage their profile, addresses, wishlists, and saved payment methods
Commerce Managers
Configure per-store customer journeys, authentication flows, and consent templates
Marketing Teams
Access first-party customer data for segmentation, consent-based campaigns, and loyalty opt-ins
CSR Agents
View full customer context, add notes, and act on behalf of customers for faster resolution
Administrators
Invite team members, assign roles, manage instances, and handle GDPR data requests
Core Features
#
Domain
Feature
1
Users
Create, read, update, delete customer and admin user profiles (contact details, status, roles, user type)
2
Authentication
Login, logout, OAuth2 Authorization Code Grant (Cognito), JWT issuance