Case Study
Laithwaites
"IPscape scales with our business – our usage is seasonal and IPscape helps us provide service to our customers during peak periods through voice and digital channels such as web chat for live support. "
– Operations Director APAC, Laithwaites
1. The Business
Laithwaites serve over 48,000 customers around Australia, providing a direct cellar to door experience for enthusiasts to discover and enjoy a selection of handcrafted wines.
In 2006, as part of the global Laithwaite’s Wine Group, they were looking for a technology provider to help launch in Australia and New Zealand and needed a scalable, easy to use solution that removed reliance on IT support.
They needed a multichannel solution that would enable customer support and sales through phone, web chat and email.
The technology solution also needed to service multiple brands including:
- Laithwaites Wine
- Virgin Wines
- Velocity Wine Store
- The Australian Wine
2. The Challenge
Laithwaites had an inbound contact centre that was previously outsourced to a third party provider. As the demand for its products grew, Laithwaites decided to add outbound systems to its contact centre to understand the shortfalls of their business.
They did this through a proactive customer outreach program to get the customers feedback on the products and the delivery. However, the outsourcing partner failed to meet the business expectations of Laithwaites.
3. The Solution
The company then decided to deploy a 50 seat cloud contact centre with minimal lead time that offered the option of scaling up and down to handle seasonal spikes in demand and provided the tools they needed to easily manage and control their campaigns.
They were looking for a technology provider to help launch in Australia and New Zealand and needed a scalable, easy to use solution that removed reliance on IT support.
After weighing different options, Laithwaites decided to adopt IPscape’s cloud solution for its contact centre.
4. The Benefits
- Scalability for peak seasons
- Easily update the IVR
- Onboard new agents seamlessly
- Reduced costs
Download the Laithwaites case study for free
Complete the form to access full case study.