WineBox Boosts Productivity with GoldMine

Offering both a wide range of stock packaging and bespoke design, WineBox places great importance on high-quality and well-designed products in addition to top-rate customer service. Established in 1989, WineBox has pulled ahead of the competition and is the UK’s leading supplier. With over 2,500 clients nationwide, keeping an up to date database is essential for their business.

“To be honest, every day is a success story using GoldMine. Clients are very impressed when you can immediately refer back to previous correspondence or telephone conversations. It’s impossible to imagine how we would do business without it.”
Tim Wilkinson, Marketing Director
WineBox Company

Until August of 2001, WineBox was using a filemaker database alongside an unorganised and badly kept filing system. With such a large number of clients, it was impossible to offer the level of customer service that WineBox was striving for. Tim Wilkinson, the Marketing Director of WineBox, said, “We needed a solution to keep all of the data relating to each client in one place that was accessible to all members of staff immediately, so that we could look after our clients better.”

VALUE FOR MONEY
WineBox began looking for a solution in January 2001. Many contact management solutions were evaluated, but ultimately GoldMine was chosen. “We felt it represented excellent value for money, whilst having many more features than its competitive products,” said Wilkinson.

TIMELY INSTALLATION
GoldMine was installed by FrontRange Solutins Partner, Canonbury Services Limited in August of 2001. After attending the Introduction to GoldMine, Advanced GoldMine and Systems Administrator training courses, the WineBox team opted to take a weekend to install the system themselves- with the help of Canonbury Services Managing Director, Claire Cobb.

The route WineBox chose was quite different from most companies. By installing the software themselves, they eliminated the installation fee and two days of consultancy; an ideal choice for businesses looking to spend less. “The training was essential to the smooth installation of GoldMine,” said Wilkinson.

CORE TO THE BUSINESS
GoldMine is the first piece of software that everybody in the office opens each morning when they arrive at work. Email, alarms, filters and groups, scheduling appointments, literature requests and documenting incoming and outgoing calls are all features WineBox employees use daily.

GoldMine enables each person to schedule next actions, calls and alarms for themselves and also for colleagues by simply clicking once to view an individual’s calendar. This allows greater functionality within the team because not only can they quickly retrieve information about clients, but also about each other. With GoldMine’s wide range of marketing and sales functions, “You get to a point in a company of our size when you can’t function properly without it,” said Wilkinson.

"GoldMine has enabled me to perform tasks in half the time it took previously, especially with regard to targeted marketing. Anyone not using GoldMine must surely waste a lot of time," said Roger Davenport, IT Manager.

Of all their departments, sales benefits the most. “We are able to look after our customers better than our previous system,” said Wilkinson. GoldMine allows the user to view all the details from any past correspondence with a client.

INTEGRATION WITH ACCOUNTS
WineBox also chose to integrate GoldMine with their accounts system, so the customer’s financial situation can be seen from a single view. When a customer calls, they can be greeted on a personal level and spoken to in a completely informed manner without shuffling papers in order to find the correct file. “Having the details right there in front of us when a customer calls, allows us to show that we really care about them,” Wilkinson said. This completely eliminates the “it’s not my job” aspect found in many companies today.

WineBox illustrates another rescue by a CRM solution. They easily accomplished their goal of adding value to the overall customer experience with the implementation of GoldMine. “To be honest, every day is a success story using GoldMine. Clients are very impressed when you can immediately refer back to previous correspondence or telephone conversations. It’s impossible to imagine how we would do business without it,” Wilkinson said.