The Initial Problem 

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Fenetti are an online retailer specialising in luxury outdoor furniture. When they suddenly started experiencing Black-Friday level demand, they knew they needed help. 

Their traditional communication and productivity tools weren’t able to keep up. They needed a unified platform to manage customer interactions and 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. 

The customers' journey starts on their website or a marketplace. And Fenetti were finding it challenging to  resolve issues customers were experiencing with their orders through NetSuite alone.

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Fenetti and Workiro

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Before, queries came through Fenetti’s customer support channels (i.e. Zendesk, phone and email). This meant that Fenetti needed a tool to pull complex order information together, utilising multiple teams and systems. 

With Workiro, Fenetti can now streamline those processes, such as:  

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Enhanced Customer Support

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Workiro's SuiteApp allows Fenetti's team to combine NetSuite order data with customer queries to streamline issue resolution and improve accountability. 

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Real-Time Collaboration with Factories

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Workiro’s client portal enables Fenetti to communicate directly with factories. This was especially important during COVID-19, when Fenetti were unable to visit China where most of their factories are located. 

Fenetti’s team can now easily  share product information with factories, transfer essential product documentation and store business information.

Workiro's dedicated client portal ensures effective collaboration across the board. Workiro empowers Fenetti’s team with seamless coordination, helping them deliver excellent customer experiences while managing business needs efficiently.