Case Study: Fenetti builds a single source of truth for orders and communication with Workiro

How Fenetti used Workiro to manage documents, real-time communication, tasks and signatures from within NetSuite

Fenetti, a UK-based online retailer of luxury outdoor furniture, faced a challenge when a sudden surge in demand overwhelmed their traditional communication tools. Their existing system, which utilized Zendesk, email, and phone, struggled to pull together complex order information from NetSuite, making it difficult to resolve customer issues efficiently. They needed a unified platform to manage customer interactions and improve the customer experience.

Workiro provided the solution by extending the capabilities of NetSuite with its SuiteApp and client portal. This allowed Fenetti to create a single source of truth, combining order data with customer queries to streamline support and improve accountability. The platform also enabled real-time collaboration with their factories overseas. As a result, Workiro helped Fenetti manage high-pressure situations, deliver excellent customer experiences, and achieve seamless coordination across their business.

Fenetti

Richard Totman

Director