Sozo Gifts

Sozo Gifts is an award-winning corporate gift company selling customized gifts. They ship food and alcoholic beverages to their customer’s business contacts. Their challenge was efficiently handling bulk orders and alcohol shipments with a team of 3 service reps.

The Challenge

• Sozo Gifts was using Salesforce.com while using UPS’s website to ship products.
• The company lost customer orders because there wasn’t a connection between Objects and shipments. Sozo defaulted to sending out another package to customers in the event the location of their package was unknown. This practice was estimated to cost Sozo $7,000-$10,000 annually.
• Shipping alcohol across state lines is a complex and time-consuming process.
• Wanted to switch carriers from UPS to FedEx. Sozo management was worried about the time and cost associated with this project. Especially since Sozo was planning to make switch shipping carriers during Q4.

The Solution

• Zenkraft’s application connected objects with shipments making it easy for service reps to locate packages for customers.
• Zenkraft developers created a custom bulk alcohol shipment workflow for Sozo to simplify shipping alcohol between states.
• Transitioned Sozo from UPS to FedEx during Q4 without losing customizations around alcohol shipments.

The Results

• Previously, the time to resolve a customer service inquiry around the status of a gift was around 4 minutes. Now, that same task takes around 1 minute.
• They were able to eliminate lost packages when they implemented our solution.
• Before implementing Zenkraft it took Sozo about 90 seconds to process each alcohol shipment, no matter the quantity. Now, it takes about 20 seconds for the first shipment, and 2-3 seconds for each additional shipment. For example, to process 50 alcohol shipments in a day it used to take 75 minutes. With Zenkraft and the custom bulk alcohol shipment workflow that was created, it takes around 3 minutes.