1. The Business
Laithwaite’s Wine People, headquartered in the UK, is one of the biggest wine merchants in the world, catering to over 1 million customers globally. In Australia there are over 65,000 customers. Laithwaite’s Wine People set up their business in Australia in 2006, delivering wines to both homes and offices in Australia.
2. The Challenge
Laithwaite’s Wine People’s inbound contact centre was previously outsourced to a third party provider. As the demand for its products grew, Laithwaite’s Wine People 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 Laithwaite’s Wine People.
3. The Solution
The company then decided to deploy a low cost 50 seat cloud contact centre with minimal lead time that offered the option of scaling up and down to handle seasonal spikes in demand. After weighing different options, Laithwaite’s Wine People decided to adopt ipSCAPE’s cloud solution for its contact centre.
4. The Benefits
ipSCAPE’s hosting and support services enabled Laithwaite’s Wine People to address their critical requirements and increase its customer base rapidly. ipSCAPE deployed the solution in less than four weeks.
During the off-peak season, Laithwaite’s Wine People contact centre engages 12 outbound agents and 8-10 inbound agents, with the number doubling during the peak season. The cloud solution enables the supervisor to add and remove agents and also change the IVR script through a web self-service portal without help from the IT team. Additionally, significant savings were accrued as a result of the pay-as-you-go model with minimal set up costs.
ipSCAPE were able to cater to Laithwaite’s Wine People requirements through an affordable and scalable cloud based contact centre solution.