WINERY EXPERT TECH SUPPORT
We take care of technology, so you can focus on making great wine and engaging consumers.
Does IT speak sound like Martian to you?
We can help.
We've worked with wineries since 2013, helping them navigate the changing world of technology. We help staff get the most out of whatever technology they are using today, and where appropriate we can suggest other systems which have worked well for our clients over the years as they have changed and grown.
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We cover what we call "Seed to Sale to Social" and can help with issues across viticulture, viniculture, DTC, distribution, social marketing ... anything where technology is involved and can be a great help or, if not the right fit, can be just a headache.
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Our capabilities include:
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Help Desk
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Our Grape Squad support group
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24/7 state-of-the-art Client Portal
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Follow the links to jump to a section, or just scroll down for more detail.
GRAPE SQUAD
Your Virtual IT Department
Let our people run your technology to help you achieve better business outcomes.
Our Grape Squad support group frees winery staff to focus on value-added work by not having to track down issues across a range of technologies and third-party organizations. Winery staff are also freed from needing to stay on top of how to best use the latest technology to best support winery operations. The Grape Squad takes care of all that, learning best practices from all our clients so we can better and better support the industry.
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The Grape Squad can support staff on your existing systems (including general IT systems like email and file sharing), and when new solutions are needed, the Grape Squad can set them up, load in data from your old systems, and then train your staff on running your business systems and reporting on operations. The Grape Squad is then available for ongoing training, troubleshooting, and pretty much any other technical support you need. In short, the Grape Squad becomes your IT staff.
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Wineries can take advantage of our deep business knowledge around activities like excise tax generation, wholesale order management, and other specific business process support. Leveraging our technology, the Grape Squad can deliver several of these capabilities from our offices on a pure business process outsourcing basis, freeing your staff to do what they do best – make and sell excellent wine!
CLIENT PORTAL
One source for support from Seed to Sale to Social
24/7 expert winery support
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The Grape Squad is always open to help with whatever issues you are facing across commerce channels and to answer any questions you have. Issues can be submitted by email or by calling our Grape Squad Hotline. In addition, each winery gets their own personalized Client Portal where they can monitor any open issues or submit new ones. Please let us know if you or any of your staff need a login to https://wineryconnect.itclientportal.com/.
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Check out our Grape Squad Service Desk training video to the right to see how we make sure we respond to issues crisply and follow them through to completion with great communication throughout.
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The Grape Squad Service Level Agreement is as follows:
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The WineryConnect Grape Squad Service Desk is open 24/7 and we will always respond either immediately or as soon as we possibly can.
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Between the hours of 8am and 6pm ET, 7 days a week a Grape Squad person will be on the service desk and will respond to issues within two hours.
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Outside of working hours the Grape Squad will be notified by email of new issues and will respond within 12 hours.
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The best way to log an issue is by email to support@wineryconnect.com. You will immediately get a response with your issue number and your response timer will start ticking.
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The Grape Squad hotline (855-681-7253 or 585-504-6030) is configured to ring the person working the service desk at any given point. Please use the hotline for urgent issues or if you need to talk to a human being for whatever reason.
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All our clients are also given direct cell phone numbers and email addresses for key WineryConnect employees, up to and including our CEO. If for whatever reason you are not satisfied with the support you receive, please don’t hesitate to escalate.
DATA MASTERY
Leverage the data you already have
Human Intelligence​
Most wineries already have a massive amount of data on their operation in their existing systems which they can’t properly leverage. Particularly when it comes to customer data, records are often duplicated or mis-aligned and it can be difficult to get a clear picture of who your best customers are or what they are doing.
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There are complicated technological approaches to what is called Master Data Management, and our Founder has spoken on this subject at the Eastern Winery Exposition both in 2020 and in 2022 (see videos on this page).
That having been said, often a far more efficient and effective way to leverage your data is to bring in data experts. The Grape Squad regularly helps clients simply by exporting spreadsheets of data from existing systems on a monthly basis and then using Excel magic to distill that data into a form which is useful for excise tax reporting, to segment customers in various ways, and so on.
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We speak Data so you don't have to!
Note: The above is a dry run for our 2022 EWE talk. We didn't end up being able to record the live event.