Founded in 1991, Total Wine & More is the largest independent retailer of fine wine in US. The company has more than 140 stores in 20 states, and is growing rapidly. They offer more than 8,000 different wines from every wine-producing region in the world, along with more than 2,500 beers and 3,000 spirits. They are committed to selling at the lowest price, yet recognize that price is only one factor in driving customer loyalty. In keeping with their motto, “A knowledgeable customer is our best customer,” the company takes pride in delivering a unique shopping experience and distinguished customer service, focused on educating the consumer.

In 2014, Total Wine & More partnered with Genesys to extend the top-notch customer service that their retail stores are known for to new digital channels, including email and voice. Within five weeks, they had fully implemented the Genesys solution, just in time for Black Friday and the holiday shopping rush. The cloud platform from Genesys provides a long runway for the company’s vision to integrate all retail stores and online channels seamlessly to deliver exceptional customer experiences across all channels.

Benefits:

  • Implementation completed in five weeks
  • Improved customer support
  • Increased sales
  • Cut order time in half
  • Enhanced workforce optimization

“Genesys improved our ability to provide the same high level of service in our virtual contact center that customer have come to expect in our stores.”

John Jordan
Senior Vice President
Total Wine and More

Challenges

  • Create consistent CX across stores and virtual contact center
  • Extend customer service beyond voice, to email and chat
  • Improve reporting