About Wine Store Manila

Wine Store Manila, is a no-fuss neighborhood wine store and bar. We straddle the line between classy and casual wine lovers.

The Requirements

The primary challenge facing Wine Store Manila was to improve its sales without overburdening the existing in-house staff or compromising on the quality of service. The store wanted to explore the possibility of hiring a sales representative to focus solely on sales initiatives while keeping the in-house team dedicated to their core responsibilities of customer service, stocking, and maintaining the store.

Solution

Wine Store Manila decided to avail the CCaaS of Sognare Contact Center. This provided them the option of having a dedicated customer support staff without the need of investing on facilities.

Through the use of CCaaS, it provided them following:

1. Hosted Contact Center - the contact center infrastructure is hosted by Sognare, relieving them the need to invest on hardware
2. Recruitment - the contact center agent can be provided by Sognare
3. Work Anywhere - the contact software can be accessed through the internet and a device with microphone so the agent can even work at their own home which can help them save on operating expense

The Results

After implementing this strategy, Wine Store Manila achieved significant improvements in its sales performance while maintaining its exceptional customer service standards:

• Corporate sales and event bookings increased
• The in-house staff reported reduced pressure and improved job satisfaction, as they could focus more on providing outstanding service to customers