Published by
Mike Bandar
Case Studies
6 mins

[Success Story] How procedure adherence impacted the bottom line of this wine ecommerce

"When to refund? When not to refund? When not to discount? Wen not to discount? Procedure adherence is not just a nice to have, it's literally impacting the bottom line." John Burke, Head of Customer Experience at Wine Enthusiast

"We saved $30,000 in unnessecary returns and refunds within the first month of centralizing our decision matrix on Waybook." John Burke, Head of Customer Experience at Wine Enthusiast


John Burke, the Head of Customer Experience at Wine Enthusiast, spearheaded a transformative journey in driving business success and enhancing customer satisfaction. With the help of Waybook, an innovative process management platform, Wine Enthusiast overcame operational challenges and achieved remarkable bottom-line impact.


Wine Enthusiast experienced significant growth during the Covid-19 pandemic, necessitating a critical examination of their process management. They faced the challenge of maintaining exceptional customer service while scaling their teams and adapting to changing market conditions. It became apparent that updated and well-documented processes were crucial for sustaining their expansion.

"We needed to address process management due to our rapid growth during the pandemic," emphasized Burke.

Key Takeaways

  1. Delivering Exceptional Customer Success in a Crisis

As Wine Enthusiast faced the unexpected surge in demand, Burke and his team recognized the need for streamlined processes to ensure consistent customer satisfaction. By utilizing Waybook, they efficiently managed customer inquiries, standardized responses, and documented effective problem-solving techniques. This empowered their team to provide exceptional service even in times of crisis, fostering trust and loyalty among their customers.

  1. Managing Reference-Only Content in Waybook

To capture and preserve vital knowledge within the organization, Wine Enthusiast employed Waybook's capabilities to manage reference-only content. They created a centralized hub where employees could access critical information, best practices, and guidelines, eliminating the need for time-consuming searches and reducing the risk of lost knowledge.

  1. Announcing Policy Changes in Waybook

With evolving market dynamics, Wine Enthusiast needed an effective means to communicate policy changes and updates to their teams. Waybook enabled them to effortlessly disseminate information, ensuring that all employees remained aligned and well-informed. This streamlined approach enhanced operational efficiency and reduced the likelihood of miscommunication.

  1. Onboarding New Starters with Waybook

The rapid growth of Wine Enthusiast necessitated efficient onboarding processes to integrate new team members seamlessly. Waybook provided a structured and interactive platform for new hires to learn and understand the organization's processes, policies, and best practices. This facilitated faster onboarding and enabled the team to scale without compromising service quality.

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Procedure Adherence Impacting Bottom Lines of the Business

Through the implementation of Waybook, Wine Enthusiast experienced tangible improvements in their bottom-line performance. By optimizing their processes and ensuring adherence to established procedures, they reduced operational inefficiencies, minimized errors, and enhanced customer satisfaction. These positive outcomes translated into increased revenue, improved customer reviews, and elevated employee productivity.

"We witnessed a significant impact on our bottom line by embracing procedure adherence with Waybook." John Burke, Head of Customer Experience at Wine Enthusiast.


With Waybook as their trusted partner, Wine Enthusiast successfully navigated operational challenges, scaled their teams, and delivered exceptional customer service. By harnessing the power of streamlined processes, accessible knowledge, and efficient onboarding, they achieved sustainable growth while maintaining their commitment to customer satisfaction.

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