The challenge
Every holiday season, Ferro & Vine hired temporary staff to handle order issues: address problems, payment failures, and stock mix-ups.
“Training temps every November was exhausting, and mistakes were inevitable,” says Marcus Whitfield, Founder of Ferro & Vine.
The approach
The team connected its store, payment, and shipping tools to Lumora and set up agents to resolve common order issues automatically.
Unusual cases are flagged to the team in Slack with everything they need to make a quick call.
The results
Ferro & Vine handled 5.1 times its normal order volume with zero seasonal hires and improved margins by 19%.
“We got through Black Friday without hiring a single temp. That’s never happened before.”
The team now plans every peak season around agents, not hiring.
We got through Black Friday without hiring a single temp. That's never happened before.
FV
Marcus Whitfield
Founder
FV
Ferro & Vine
INDUSTRY
E-commerce
COMPANY SIZE
130 employees
CHAMPION
Marcus Whitfield
01
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