Case Study: Vivino achieves better customer retention and insights with Google Cloud Platform

Vivino leverages data to drive growth and the best possible customer experience

Vivino, an online wine marketplace with millions of users and orders, needed a better way to replace spreadsheet-based reporting and gain a single source of truth for orders, shipments, customer feedback, and retention insights. Using Google Cloud Platform with Looker, the company aimed to improve visibility into fulfillment, customer satisfaction, and post-purchase experience across teams and markets.

Google Cloud Platform implemented Looker dashboards, explores, alerts, and APIs on centralized data to help Vivino track delivery issues, identify dissatisfied customers, and analyze sentiment from survey data. The result was faster issue response, cleaner and more consistent reporting, a 20% increase in customer retention, and a 30% boost in NPS, while also freeing teams to spend more time supporting customers instead of managing spreadsheets.

Vivino

William Moor

Director of Business Intelligence