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Australia: Roses Only achieves high customer retention with Macquarie Telecom

Macquarie Telecom, part of Macquarie Telecom Group, announced it has helped Roses Only Group, Australia’s online flower delivery service, achieve record levels of customer retention. With access to the cloud, VoIP, and SD-WAN services, the business delivered twice the amount of orders during last year’s COVID lockdown and is eyeing an expansion of brands under its portfolio.

Based out of Brisbane, Roses Only Group delivers floral gifts, fruit hampers, and wine to customers across Australia via ten local warehouses. As one of Australia’s first e-commerce businesses, Roses Only has long recognized the role reliable technology plays in improving customer experiences.

According to CEO Kelly Taggart, Macquarie’s cloud infrastructure and telecoms services have enabled the business to accurately crunch data and forecast the availability of 100 flower and stem varieties, contributing to its industry-leading waste percentage of less than two percent.

Last year, however, a new challenge emerged when COVID lockdowns saw twice the usual amount of orders filter into the business. Taggart said Macquarie’s reliable and scalable digital backbone and customer service helped meet this influx.

“Our customers expect seamless experiences, whether they’re looking to change a delivery address halfway through a journey, or we need to communicate delays, so no surprises are ruined,” she said. “When order numbers doubled during lockdown, Macquarie helped us maintain this standard and prevent website downtime. Our own seamless experience with Macquarie’s local team meant we could also easily call them if any issues arose and have them fixed on the spot.”

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