Google Cloud Platform Case Studies Vivino leverages data to drive growth and the best possible customer experience

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	Vivino leverages data to drive growth and the best possible customer experience Google Cloud Platform

Vivino leverages data to drive growth and the best possible customer experience

Google Cloud Platform

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	E-Commerce Retail
Applicable Functions	Sales & Marketing
Services	Data Science Services System Integration
Challenge	Vivino, the world's largest online wine marketplace, was facing challenges with data management. The company was using a plethora of spreadsheets owned by different stakeholders in different time zones, leading to inconsistent and inaccurate data. This was particularly problematic for the eCommerce side of the business, where data was being used to influence strategy and decision-making as the team scaled globally. In addition, technical users who ran their own database queries needed help making sense of conflicting results from queries run without consistent data definitions across the organization. Read More
About Customer	Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino’s unique wine shopping experience uses community data to provide personalized wine recommendations—making wine discovery and purchase fun, accessible, and effortless for wine drinkers of every level. The company is experiencing fast year-over-year growth by using data to fine-tune retention strategies, improve customer service and response, and deliver data-rich partner apps for winery and merchant partners. Read More
Solution	Vivino implemented Looker across the organization to provide company-wide access to trusted, accurate insights. Looker's modeling layer, LookML, ensured data governance and metric definitions across datasets and queries, bringing trust back into the data and decision-making process. Vivino also utilized Looker’s native connection with Amazon Web Services (AWS) Redshift, Vivino’s data warehouse, to leverage Redshift’s processing power while ensuring a single source of truth for all the queries that ran against it. By storing all of their data in AWS Redshift and analyzing it in Looker, the Vivino team was able to view data generated by Mixpanel and Heap (product analytics and event tracking tools) and Salesforce (customer relationship management application) all in one place, providing a clear and trusted view of the entire business. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

E-Commerce

Retail

Applicable Functions

Sales & Marketing

Services

Data Science Services

System Integration

Challenge

Vivino, the world's largest online wine marketplace, was facing challenges with data management. The company was using a plethora of spreadsheets owned by different stakeholders in different time zones, leading to inconsistent and inaccurate data. This was particularly problematic for the eCommerce side of the business, where data was being used to influence strategy and decision-making as the team scaled globally. In addition, technical users who ran their own database queries needed help making sense of conflicting results from queries run without consistent data definitions across the organization.

About Customer

Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino’s unique wine shopping experience uses community data to provide personalized wine recommendations—making wine discovery and purchase fun, accessible, and effortless for wine drinkers of every level. The company is experiencing fast year-over-year growth by using data to fine-tune retention strategies, improve customer service and response, and deliver data-rich partner apps for winery and merchant partners.

Solution

Vivino implemented Looker across the organization to provide company-wide access to trusted, accurate insights. Looker's modeling layer, LookML, ensured data governance and metric definitions across datasets and queries, bringing trust back into the data and decision-making process. Vivino also utilized Looker’s native connection with Amazon Web Services (AWS) Redshift, Vivino’s data warehouse, to leverage Redshift’s processing power while ensuring a single source of truth for all the queries that ran against it. By storing all of their data in AWS Redshift and analyzing it in Looker, the Vivino team was able to view data generated by Mixpanel and Heap (product analytics and event tracking tools) and Salesforce (customer relationship management application) all in one place, providing a clear and trusted view of the entire business.

Impact #1	Vivino was able to provide company-wide access to trusted, accurate insights that help everyone make the best decisions for their customers.
Impact #2	The time saved from running manual queries and double-checking accuracy allowed the data team to integrate insights into employees’ workflows, including setting up custom email alerts and using the Slackbot to bring data into conversations.
Impact #3	The customer service team was able to gather as much customer feedback as possible to help enhance the quality of service and products they offer customers.

Impact #1

Vivino was able to provide company-wide access to trusted, accurate insights that help everyone make the best decisions for their customers.

Impact #2

The time saved from running manual queries and double-checking accuracy allowed the data team to integrate insights into employees’ workflows, including setting up custom email alerts and using the Slackbot to bring data into conversations.

Impact #3

The customer service team was able to gather as much customer feedback as possible to help enhance the quality of service and products they offer customers.

Benefit #1	Vivino experienced fast-paced year-over-year growth with over 12 million wines, 44 million users, and 1 billion scans as of early 2020.
Benefit #2	The company saw a 20% increase in customer retention.
Benefit #3	Vivino's Net Promoter Score (NPS) improved by 30%.

Benefit #1

Vivino experienced fast-paced year-over-year growth with over 12 million wines, 44 million users, and 1 billion scans as of early 2020.

Benefit #2

The company saw a 20% increase in customer retention.

Benefit #3

Vivino's Net Promoter Score (NPS) improved by 30%.

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Overview

Vivino leverages data to drive growth and the best possible customer experience

Operational Impact

Quantitative Benefit