NetSuite OneWorld Helps Online Retailer Grow 650% While Keeping Costs Low

"We wanted to be able to grow the business, but it was taking one full-time person to handle orders—now we can handle all the orders we get, and it's all automatic. All information is held centrally, our business processes are simplified and we've got a smooth path to near-infinite growth."

—WineMarket

Results:

Automated order processing is now handling a 650% increase in orders without requiring manual intervention
Website conversions have increased by 50%; overall customer satisfaction has improved as well
Average customer call-waiting time has dropped to 11 seconds, compared to 45 seconds previously
First-call resolution is 95%; with the outsourced system every call required a callback
Role-based dashboards deliver real-time views into key operating information, reducing the need for specialized reports.

Challenges:

Discount online wine seller wanted to maximize growth while keeping costs low
Manual order processing was error-prone and slow, requiring one full-time person to process 100 orders per day
Previous website was difficult to navigate, causing customer conversions to fall, cart abandonment to rise
Outsourced call center created customer service slowdowns, risked further alienating customers.

Solution:

WineMarket replaced small-business ecommerce software and manual systems with NetSuite
NetSuite OneWorld was selected for its multi-subsidiary, multi-currency cloud architecture, which supplies cost-effective, seamless migration for international growth
WineMarket created a new customer call center for sales and support inquiries, and used NetSuite partner Online One to integrate its operations with sister companies' logistics systems
Advanced inventory functions help WineMarket keep billings up to date by tracking activities of complex consignment sales.