Case Study: Total Wine & More achieves faster omnichannel engagement and doubled Cyber Monday sales with Genesys

Total Wine & More pairs beer, wine, and spirit enthusiasts with a new release of customer engagement

Total Wine & More, founded in 1991, is the largest independent fine-wine retailer in the U.S. with 140+ stores and a huge assortment of wines, beers, and spirits. As the company expanded its website and digital channels, its legacy ACD couldn’t handle growing email, voice and chat demand; Total Wine needed a technology partner to deliver consistent, knowledgeable service across stores and virtual channels and improve reporting and agility.

Partnering with Genesys, Total Wine deployed a cloud-based Customer Experience Platform in five weeks (in time for Black Friday), adding priority queues, skills-based routing, email, voice and later chat. The easy-to-use platform improved visibility and staffing, enabled on-the-fly changes, and supported remote agents—resulting in faster campaign responsiveness, doubled single-day Cyber Monday sales, nearly halved order completion time for a high-end event, and better workforce optimization and store-contact center collaboration.

Total Wine & More

John Jordan

Senior Vice President