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About
Total Wine & More is the largest independent fine wine, beer, and spirits retailer in the US, operating over 200 stores nationwide. Known for its massive selection of 8,000 wines, 3,000 spirits, and 2,500 beers, Total Wine strives to create an outstanding shopping experience for customers. To further enhance their premium offering, they envisioned a digital solution to deliver concierge-level sales and service to high-value customers.
Introduction
Total Wine & More set out to redefine how they engage with premium customers who want personalized, white glove service. Their existing infrastructure couldn’t support their vision, so together we thought bigger.
Think: high-touch, one-to-one interactions at scale.
The problem
Total Wine & More identified an opportunity to deepen engagement with premium customers who demand personalized, white-glove service. However, their existing infrastructure wasn’t equipped to handle high-touch, one-to-one interactions at scale. They needed a platform that could:
Leverage real-time inventory visibility across locations.
Create an exceptional experience for their most discerning customers.
At the same time, the solution had to integrate seamlessly into Total Wine’s existing ecosystem, complementing their robust omnichannel operations and ensuring operational efficiency across teams.
The solution
We partnered with Total Wine to design and implement a fully integrated Concierge Sales platform. This bespoke solution empowered Total Wine’s team to deliver highly personalized service to their premium customers while seamlessly integrating with their inventory, logistics, and order management systems.
Key features of the platform include:
Real-Time Inventory Access: Sales associates can instantly check product availability across locations and fulfillment centers, ensuring seamless order execution.
Centralized Order Management: Streamlined processes for tracking orders, managing fulfillment, and delivering a consistent experience across all touchpoints.
The solution not only addressed Total Wine’s immediate needs but also laid the foundation for ongoing innovation, ensuring scalability and flexibility for future growth.
The outcome
The Concierge Sales platform has set a new standard for customer engagement, aligning Total Wine’s high-touch service ethos with cutting-edge digital technology. The Ultra Commerce Concierge Sales platform delivered measurable results for Total Wine & More, including:
Enhanced Customer Experience: Premium customers now enjoy a seamless, personalized journey, fostering loyalty and repeat business.
Improved Operational Efficiency: The platform eliminates manual processes, allowing associates to focus on building relationships with high-value clients.
Scalable Growth: Total Wine can now expand their premium offerings without additional strain on resources, meeting the evolving demands of their customer base.
Acceleration in time-to-market: Site edits and new pages can be made by the marketing team, enabling real-time information uploads and reducing reliance on external resource.
