Shared Goals, Collective Success
It was an honor for BrandCrock to work with Finewine Library on this project. Their commitment to offering an exceptional customer experience aligned perfectly with our goals, and together, we achieved a seamless and efficient solution that supports their ongoing growth and operational success.
References
Project:
Finewine Library
Platform:
Magento
Industry:
Beverage
Project Overview
Finewine Library, a high-end beverage company specializing in premium wines and spirits, identified the need for an extensive overhaul of their Magento 2.0 e-commerce platform. The company faced several operational inefficiencies in their pre-order process that directly impacted customer satisfaction and operational workflows.
Their system lacked a dynamic delivery selection feature, which limited customer control over delivery timing, and was unable to automatically calculate and apply duty and VAT for international orders. These shortcomings often led to confusion, delays, and additional manual interventions, complicating both the customer experience and backend processes.
Key Challenges
Lack of Automated Duty and VAT Calculations: International customers struggled with a complicated checkout process as the existing system lacked automatic calculations for duties and VAT based on destination and product value. This led to errors, delays, and confusion in billing.
Limited Delivery Options: Finewine Library’s customers, especially those purchasing premium products, couldn’t select preferred delivery dates. Customers wanted more flexibility, particularly for pre-orders tied to special occasions or time-sensitive products, like wine that needs to age properly.
Manual Storage Management: Finewine Library offered storage services but lacked an automated system to manage stored products, apply fees after grace periods, and generate invoices. This inefficient, error-prone manual process hindered the growing demand for storage services.
Complex Pre-Order Management: The pre-order process was unclear, causing confusion for customers wanting to secure limited-edition wines. Finewine Library needed a system that allowed customers to place pre-orders, track delivery dates, and manage inventory with greater efficiency.
Our Approach
Automated Duty and VAT Calculation: One of the primary improvements was the development of a duty and VAT calculation system. This system automatically calculates the applicable taxes based on the product's value and the shipping destination.
Delivery Scheduling Feature: To offer more control to the customer, we implemented a delivery scheduling feature that allows users to select their preferred delivery date during checkout. Customers now have the flexibility to choose a date that suits their schedule.
Monthly Storage Billing and Management: We built a comprehensive storage management system that tracks all products held in storage and applies storage fees after a pre-defined grace period. The system automatically calculates and generates monthly storage fees.
Flexible Pre-Order System: We introduced a robust pre-order management system that allows customers to reserve items for future delivery and receive updates about their order status. This system not only improved customer satisfaction but also enabled Finewine Library to better manage inventory.
Results and Achievements
Increased Operational Efficiency
By automating critical processes such as tax calculation and storage billing, Finewine Library's staff was able to focus on other value-added activities, significantly improving internal operational efficiency.
Higher Customer Satisfaction and Retention
The enhanced flexibility in delivery scheduling and improved checkout experience helped build stronger relationships with customers. This translated to increased repeat purchases and positive customer feedback, particularly from international buyers who appreciated the transparency in tax and duty calculations.
Scalable System for Future Growth
The newly implemented features provided Finewine Library with a more scalable platform, capable of handling increasing customer demand for storage services and international sales. The company is now well-positioned to expand its product offerings and grow its customer base, without being constrained by manual processes.
Increased Sales from International Markets
With the automated duty and VAT calculations and improved international shipping options, Finewine Library saw a significant uptick in orders from overseas markets. Customers from different regions experienced a more seamless shopping experience, resulting in higher conversion rates and expanded market reach.
