Customer Success

Provide Every Person a First-Class Experience

A California-based winery, Vino Noceto, delivers a premium experience for callers looking to schedule a tasting or to arrange a purchase.

Vino Noceto grape farm
Vino Noceto Founded 1987 PDF Download
Employees 20 Location Plymouth, CA
Favorite Features Reliability, Amazing Service, Call Quality

Founded by Jim and Suzy Gullet near the heart of California’s Amador County, Vino Noceto has been “California’s Sangiovese Specialist” since 1987. Located in the Shenandoah Valley, Vino Noceto provides quality Sangiovese wines to restaurants and stores across the nation, and even across the globe.

Vino Noceto’s family-run business is mostly direct to consumer, with their customers buying either directly from their online store, over the phone, or in person in the tasting room.

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We’re not missing customer phone calls for orders and reservations. We’re responding to customer requests faster, so we’re making better sales with more information and responding to people more promptly. It’s huge how much of an impact [Nextiva] makes.

Lindy Gullet General Manager
grapes on conveyor belt at Vino Noceto

Have a Reliable Phone Service to Provide Exceptional Customer Service

Serving over 40,000 customers and producing over 10,000 cases of wine yearly, Vino Noceto’s copper POTS phone system needed an upgrade.

Having a reliable phone service provider is a big key to making their business as successful as it has been for the last 30 years.

“Our value is in providing people with the best possible experience. When [customers] are making a reservation, we need to get back to them before another winery does. They’re usually calling ten places to try to make reservations,” says Lindy Gullet, Vino Noceto’s General Manager.

Vino Noceto started looking for another phone service in 2015, as their last phone service was unreliable, expensive, and retrieving their messages from the answering machine was difficult.

In order to find their next phone service, Vino Noceto worked with one of Nextiva’s trusted partners, Strato Communications.

Jim Gullet, the owner of Vino Noceto, says learning about the Nextiva process was great and helpful in aiding their decision.

After looking at two different phone service options, Vino Noceto settled on Nextiva.

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Our value is really in providing people with the best possible experience. Before now, we were able to capture that in person so easily. The [Nextiva] phone system has made it so that we’re now capturing that same feeling you get in person, over the phone. For us, the guest is always first, and the phone system allows us to keep them top of mind instead of having them call multiple times to reach us. It’s allowing us to take care of them.

Lindy Gullet General Manager

No Need to be Tech-Savvy

“One of the things we were most interested in was finding something that had a really friendly user interface so that even our non-technologically savvy staff would be able to set up call forwarding, and be able to change where calls had to go,” says Lindy.

Vino Noceto’s staff uses the NextOS portal to maintain their phone service. With an easy-to-use interface, Lindy says she has no problem navigating and making the necessary changes within the system.

“Everything has been unbelievably easy. I jump on, I see exactly what to do, and I can make any changes I want and do it at the moment,” says Lindy.

grape mashing with feet in large barrel

Reduce Your Response Time

According to Lindy, Nextiva has reduced their response time for calls and voicemails.

Where they once needed to have their customers call back to dial the correct extension, Vino Noceto’s staff can now route calls to the appropriate person.

Aside from call routing, they’re enjoying the benefit of getting individual voicemails straight to their email inbox, especially their events manager. The biggest impact overall, however, is being able to take multiple calls at once.

“We’re not missing customer phone calls for orders and reservations. We’re responding to customer requests faster, so we’re making better sales with more information and responding to people more promptly. It’s huge how much of an impact it makes,” said Lindy.

Vino Noceto wine bottles for their Moscato Secco, Rosato di Sangiovese, and Sangiovese

Provide the Best Customer Experience

Lindy explains that switching to Nextiva’s phone service has been especially invaluable to Vino Noceto for their most important business objective: happy guests.

“Our value is really in providing people with the best possible experience. Before now, we were able to capture that in person so easily. The phone system has made it so that we’re now capturing that same feeling you get in person, over the phone.

For us, the guest is always first, and the phone system allows us to keep them top of mind instead of having them call multiple times to reach us. It’s allowing us to take care of them.”

When it comes to the value that Nextiva has given his company, Jim agrees that their guests are their first priority and looks forward to implementing the rest of the features that Nextiva has to offer his business.

“Telephones have come a long way in 20 years. What we’ve had here is an antiquated, rural area, copper POTS system and we’ve replaced it with a very competent VoIP system.

We’re looking forward to learning about some of those features that haven’t really been available to us and figuring out how we’re going to use them more.”

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Telephones have come a long ways in 20 years. What we’ve had here is an antiquated, rural area, copper POTS system and we’ve replaced it with a very competent, VoIP, modern system [with Nextiva]. We’re looking forward to learning about some of those features that haven’t really been available to us and figuring out how we’re going to use them more.

Jim Gullet Owner

3 Takeaways you can pull from this story:

1. Respond to clients faster.

2. Stop missing calls and losing business.

3. Show your customers you care.

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