Case Study: IWA Wine Accessories achieves higher sales and customer loyalty with Velaro

Enhancing the Wine Experience with Velaro's NetSuite Integration

IWA Wine Accessories, a family-owned wine accessories and storage company, wanted to improve customer loyalty, answer first-tier questions faster, and reduce dependence on an external call center. Before Velaro, their previous live chat provider had discontinued support for its NetSuite integration, leaving IWA needing a reliable live chat solution with ERP connectivity, better routing, ticket creation, and easier customer handling.

IWA Wine Accessories implemented Velaro’s AI-powered live chat and NetSuite integration to give agents real-time customer data, streamline support workflows, and route inquiries more effectively. With Velaro, IWA saw measurable gains: chat-driven customers had 2x higher average order value, 2.8x higher lifetime value, and active chat agents averaged a 4.9/5.0 star rating, showing stronger sales performance and customer satisfaction.

IWA Wine Accessories

Ben Argov

President