Case Study: Laithwaite’s Wine People achieves scalable multichannel customer service and sales growth with ipSCAPE

Laithwaite’s Wine People - Customer Case Study

Laithwaite’s Wine People, a retail wine business serving over 48,000 customers across Australia and operating multiple brands (Laithwaite’s, Virgin Wines, Velocity Wine Store and The Australian Wine), faced a need for a scalable, multichannel contact centre that reduced reliance on IT, supported 70+ seats (scaling during peak seasons) and handled voice, web chat and email across several branded campaigns. They chose ipSCAPE’s cloud contact centre platform to meet these requirements.

ipSCAPE delivered a cloud solution powering phone and digital channels (including web chat, email routing, campaign routing for four websites, a Leads Module and NPS surveys), enabling seamless work‑from‑home, efficient handling of email and live chat with templated responses, and improved sales reach. The ipSCAPE deployment has supported Laithwaite’s seasonal scaling and consistent customer experience for 70+ seats, routed enquiries from four sites, and underpinned a nearly 10‑year partnership while helping the business serve its 48,000+ customers.

Laithwaite’s Wine People

Leon Dale

Operations Director APAC