As we kick off a new decade, we want to say thank you for your continued partnership and trust in WineDirect. We are proud to support so many wineries around the world during this exciting time for direct-to-consumer sales. We are inspired by your growth and evolution.
2019 was a record year for our customers. You sold $1.5bn of wine direct to consumers, processed 10.5m orders across tasting room, club and online sales and welcomed 370,000 new members. Through our five fulfillment centers in California, Oregon and Ohio, you shipped over 2m packages - 30% more than in 2018. Congratulations on knocking it out of the park.
While you were busy providing exceptional experiences to your customers, our team was also hard at work. In 2019, we made a number of improvements to our technology, product and services including:
Major infrastructure upgrades resulting in improved performance and stability that enable faster and more reliable processing.
Decreased our average support response time to nine hours and we're adding staff to reduce response times further.
We aren’t stopping there: our product road map is robust with many improvements planned for the coming months.
In addition to supporting your business success, we are cognizant that we live in a pivotal time for social and environmental stewardship. We are proud to support a number of initiatives to improve our planet and the community at large including:
100% offset of our shipping-related carbon emissions
Support for disaster-relief efforts in California and Australia following another year of wildfires.
Partnership with WorldReader to end illiteracy in the developing world.
2020 marks a new decade and many of you have been with us for some time. Thank you for the opportunity to help you grow your business. We look forward to working together for many years to come.
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