About White Labs
White Labs Streamlines Global Operations, with Contivio’s Leading NetSuite Integration
White Labs is the global leading manufacturer of liquid yeast for the production of fermented beverages. White Labs produced the industry’s first pitchable (each vial of yeast is designed to be used directly in 5-gallon increments) liquid yeast and has completely revolutionized the way it is propagated and packaged. Dedicated to science, education, and craft, White Labs provides yeast to everyone from homebrewers to many of the top beer, wine, cider, and distilled brands in the world. White Labs was looking to turn the page from a software company’s shortcomings and when Contivio stepped in, a new chapter was about to be written.
”We threw around the idea of moving to a Cloud Phone System for two years. In the end, Contivio was the best fit for our needs, I just wish we made that decision earlier.
Needed NetSuite integration to provide personalized customer service
Needed more comprehensive reporting across multiple teams & locations
Wanted to consolidate other channels like Voice, SMS, Live Chat & Email into one platform
Prior to using Contivio, White Labs’ Sales & Customer Support teams relied on multiple vendors for client-facing interactions (Phone, Live Chat, SMS, and Email). Because their customer support is how they differentiate themselves in the marketplace, they wanted to upgrade to a contact center solution that not only integrated with NetSuite, but could act as their unified solution across all channels.
Kathryn Small, White Labs’ Chief of Staff, demoed over 6 different contact center solutions before choosing Contivio. After doing a thorough side-by-side feature comparison, she knew that Contivio was the best choice for his team.
One of the major reasons White Labs chose Contivio was their NetSuite integration – especially with regards to call recordings. They found it difficult to find call recordings in their old system, and liked how Contivio stored the call recording URL in NetSuite directly.
White Labs also liked that Contivio offered all channels in one system to make it easier to access holistic reporting and cut back on the number of applications the reps needed to use.