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. 

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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. 

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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. 

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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 x 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. 

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

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Enhanced Customer Support

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. 

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

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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.

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