30% SLA Increase for a Leading Logistics Provider in the USA
Wineshipping is a tech-enabled leading third-party logistics provider for alcoholic beverage companies in the USA. In 1998, the company started in the California garage of one of its founders. Now, it is the #1 direct-to-customer logistics partner for alcohol brands in the United States. With a network of 15 warehouse sites in California, Florida, Missouri, New York, and Oregon, Wineshipping can reach 99% of US consumers within two days.
Wineshipping winery clients invest a great deal of time and energy into differentiating their products and providing a premium experience for their consumers. That experience must include delivery, which Wineshipping is responsible for.
Logistics
COUNTRYUSA
Business Challenges
Enhance customer experience
Wineshipping used an old technology-based management portal, which service level agreement was 70%.
Boost operational visibility
Due to a lack of visibility and modern management tools, client orders were missing and needed accuracy. To correct errors, around 50 people worked in the support department.
Follow a strict deadline
The technology solution for the client must be released before October 2022. Wineshipping’s performance was critical during the critical months of OND (October, November, and December), which drove most sales.
How We Worked
1. Agreed sharing responsibilities with the client
We proposed to the client an engagement model — a dedicated development team. This model involves Sombra and the client sharing responsibilities as follows:
| Wineshipping | Sombra |
|---|---|
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2. Thorough planning to mitigate risks during Phase zero
Sombra’s pre-sales team carefully worked out the project’s budget details, including:
- The speed at which we can assemble a dedicated development team.
- How the dedicated development team should look at the beginning of our collaboration with the client.
- The team’s peak-of-capabilities perspective.
- Costs at each stage of the development process.
3. Project management implementation
The dedicated development team of Sombra operates in a location that has a ten-hour time difference with Wineshipping’s base in California, USA. In order to take advantage of the time zone difference, we implemented the best Project Management standards and communication practices.
4. Vision for a technical solution
Our team put significant effort into supporting the client with a strategic approach to development. We guided them throughout the process and focused on critical elements of the solution, including:
- Developing the system architecture, designing the user interface, and conceptualizing and deploying the platform to meet the client’s evolving needs.
- Refining and clarifying the project scope to ensure alignment with the client’s business objectives.
- Building a dedicated development team, establishing a robust management process, and maintaining clear communication with key stakeholders.
- Improving platform functionality by enhancing performance, scalability, and user experience, ensuring the system meets both current and future demands.
Business Value
Due to Sombra’s Team Dedication and proper planning, the new Wineshipping Client Portal was released before October 2022 to manage orders during peak season and has since been improved.
By undergoing a digital transformation, Wineshipping enhanced order accuracy, minimized errors, and shifted customer service towards providing value-added services instead of simply handling customer complaints.
- Service level agreement increased from 70% to 99,9%
- 50 times faster error correction per batch of orders
- Increased Wineshipping’s performance:
- 99,5% of on-time shipping
- 99,48% of inventory accuracy
- 90% of the first response rate within four hours
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