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The Challenge
When online retailer Fenetti experienced Black-Friday level demand, they knew their tranditional communication and productivity tools would hinder their ability to deliver an exceptional customer experience.
NetSuite manages all of Fenetti's stock. It also manages their warehousing and the logistics associated with getting stock to Europe from the Far East. But the customers' journey starts on their website or a marketplace and Fenetti were finding it difficult to surface and resolve issues customers were experiencing with their orders through NetSuite alone.
The Solution
Workiro's SuiteApp allows Fenetti's customer service team to join up order information from NetSuite with customer information and queries.
When received through customer support channels (including Zendesk, telephone and email), Fenetti needed a tool to pull complex order information together, assign accountability, and communicate effectively to resolve customer queries.
Using Workiro, Fenetti now coordinate and resolve customer queries by pulling them from these support channels, and ensuring the right people are assigned to, and made accountable to resolve them.
Workiro also allows Fenetti to have real-time conversations with tangible outcomes with their factories. With the ongoing logistical issues surrounding COVID, Fenetti are currently unable to visit China – where most of their factories are located. With its dedicated client portal, Workiro allows Fenetti to easily communicate with their factories to share product information, transfer essential product documentation and store business information.