About White Labs
CASE STUDY
White Labs Streamlines Global Operations, with Contivio’s Leading NetSuite Integration
Company Story
White Labs is the global leading manufacturer of liquid yeast for the production of fermented beverages. White Labs produced the industry’s first pitchable (each vial of yeast is designed to be used directly in 5-gallon increments) liquid yeast and has completely revolutionized the way it is propagated and packaged. Dedicated to science, education, and craft, White Labs provides yeast to everyone from homebrewers to many of the top beer, wine, cider, and distilled brands in the world. White Labs was looking to turn the page from a software company’s shortcomings and when Contivio stepped in, a new chapter was about to be written.
”We threw around the idea of moving to a Cloud Phone System for two years. In the end, Contivio was the best fit for our needs, I just wish we made that decision earlier.
At a glance
Website
Industry
Manufacturing
CRM
NetSuite
Customer Since
October 2017
Why Contivio
- NetSuite Integration
- Omnichannel Capabilities
- Global Scalability
Challenges
Needed NetSuite integration to provide personalized customer service
Needed more comprehensive reporting across multiple teams & locations
Wanted to consolidate other channels like Voice, SMS, Live Chat & Email into one platform
Prior to using Contivio, White Labs’ Sales & Customer Support teams relied on multiple vendors for client-facing interactions (Phone, Live Chat, SMS, and Email). Because their customer support is how they differentiate themselves in the marketplace, they wanted to upgrade to a contact center solution that not only integrated with NetSuite, but could act as their unified solution across all channels.
Kathryn Small, White Labs’ Chief of Staff, demoed over 6 different contact center solutions before choosing Contivio. After doing a thorough side-by-side feature comparison, she knew that Contivio was the best choice for his team.
One of the major reasons White Labs chose Contivio was their NetSuite integration – especially with regards to call recordings. They found it difficult to find call recordings in their old system, and liked how Contivio stored the call recording URL in NetSuite directly.
White Labs also liked that Contivio offered all channels in one system to make it easier to access holistic reporting and cut back on the number of applications the reps needed to use.
Solutions
As a market leader, one of the key drivers to updating to a Cloud Call Center Solution is centered around shortening the order-to-cash cycle. In addition, with four (4) global locations the need for comprehensive reporting and real-time dashboards became a leading priority. After their Contivio Contact Center launch, not only did White Lab’s capacity to field more orders increase, but transparency across the board evolved for the better.
With Contivio connected to NetSuite, coupled with functionality such as advanced routing, omnichannel support, and screen pops across all native and custom NetSuite forms, White Labs and Contivio were a fit from day 1.
Clients really appreciate the flexibility to engage with White Labs on their channel of choice.
As Kathryn put it, “Clients love our secondary communications channels such as Live Chat and SMS. It helps us maintain customer loyalty, and having Contivio push those interactions to NetSuite makes life much easier for our users.”
IVR, ACD and Location & Skills-Based Routing
NetSuite Integration
Omnichannel Capabilities (Phone, Live Chat, Email)
Results
Since integrating NetSuite with Contivio’s Contact Center solution, White Labs has increased staff efficiency with screen pops and integrated Live Chat/SMS. White Labs has also benefited from granularity at both the operational and management level with Dashboards and Reports. In the end, the only regret White Lab’s has had is not deploying Contivio sooner.
As Kat noted, "After going through an incredibly difficult integration with our last software go-live, I was worried about taking on another. The Contivio team completely proved I had nothing to worry about. They did all of the heavy lifting, perfectly executing our integration on time and on budget. Our capacity to field orders drastically increased when we launched NetSuite, and that number has continued to expand since our Contivio go-live."
Using Contivio’s Administrative Tools
Kat has also saved 4-5 hours a week on things like accessing call recordings and adjusting queue routing. When the team is experiencing an increase in call volume in one queue over the other, Kat logs into Contivio’s admin portal and routes calls to the other queues temporarily until they are able to keep up with the pace.
THE RESULTS
Case Studies
I wish we made the decision to use Contivio sooner. We love everything about the product, including their ongoing support.
Our team loves using Contivio simply put. They have hit the mark on any promise ever made and continue to exceed expectations.
We’re are able to get valuable insights into our workforce. With these finding our revenue increased by applying what we learned.
Contivio really makes an impact for our agents on every call. The NetSuite integration is always reliable which is a bonus for us.
Contivio has helped us improve two key metrics, call handling times & staff productivity.
Contivio’s Salesforce Power Dialer has been a real game-changer for our Sales team.
THE RESULTS
Case Studies
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