The Age of Smart Salons

Technology is playing an increasingly important role in the running of salon. As India’s salon industry accelerates technological integration, we get industry experts to weigh in on the way forward.

Digital transformation of the salon industry is happening, and it is bound to scale up in the coming years, as it facilitates customer relationships, operational efficiency and data-driven decision-making.

Kapil Sharma, Founder and Creative Director, Kapil’s Salon and Academy, supports the growing importance of personalisation in client servicing. “The expectation of the guest has changed—what was once a wow factor is now a basic necessity. Clients expect salons to remember their preferences without having to repeat them,” he said.

He also highlighted how technology allows salons to track customer preferences and provide customised offers based on past visits.

There has been a definitive shift from traditional appointment booking methods to digital platforms, with an increasing number of customers preferring online bookings over phone calls or WhatsApp interactions. Instagram also plays a crucial role as a key search tool for beauty services, with younger customers using it to discover salons instead of traditional search engines like Google.

Data management and business profitability

“Data is only valuable when used effectively. With the right tools, we can track customer behaviour, optimise performance, and create targeted marketing that drives real business growth,” emphasised Mukul Pawar, Director, LookWell Salons, while stressing the significance of data-driven decision-making in salon management. He shared Lookwell Salons’ transition from manual record-keeping to cloud-based software, centralising operations across multiple locations for improved efficiency and profitability. Data analytics allows salon owners to track customer behaviours, employee performance and sales trends. Personalised marketing campaigns can be created using stored data, ensuring targeted promotions for clients based on their service history.

While CRM systems and data management tools improve efficiency, training staff to use them effectively remains a hurdle. Ensuring that technology supports, rather than replaces, human interaction is essential for maintaining strong client relationships.

Emerging technology trends

“The trends shaping the world also shape the salon industry. Technology is not just an add-on—it is becoming an essential part of how we engage with clients and run our businesses,” said Sachin Kamat, Senior Director, Zenoti.

Some of the key trends to watch out for in 2025 include upgraded online booking systems, contactless payments and AI-driven personalisation. AI can be leveraged to enhance customer experience by providing short videos of services before booking, similar to how food delivery apps display images of menu items. Moreover, systems trained on internal business data can generate insights, predict trends and suggest customised offers to clients.

Data segmentation can help salons create revenueboosting strategies. For example, a salon owner looking to generate R2 lakh in revenue before a festival can use data to identify customers who coloured their hair four months ago and target them with personalised offers. Insights into customer booking patterns—such as weekday vs weekend visits—can also help salons optimise their pricing and promotional strategies.

Salons must embrace technology, albeit do it smartly and with mindfulness, to meet evolving consumer expectations, streamline operations and enhance customer satisfaction.

Courtesy of Salon Management Conference