FROM VINEYARD TO GLASS
"Every customer is a story. We make sure none of them are lost."
Maddy, thanks for the conversation. Here's what we heard, and what we'd build.
You've invested in the right platforms. Shopify, Lightspeed O Series, NowBookIt, Klaviyo. Each one is good at its job. None of them talk to each other in the way you need, and the integration you were promised has gone quiet.
The result is what you already know. You can't see who's drinking the Chardonnay. You can't tell a Dunsborough guest from a Cowaramup guest. You can't run a smart campaign because you don't have a smart picture of your customer. You're emailing in the dark.
This proposal solves that. We build the layer between your venues and Klaviyo so every booking, every order, every visit lands in one profile, correctly tagged, ready to use. We do it as your launch hospitality partner, which means a lower price and a deeper build.
Pulled directly from our conversation. If any of these are wrong, tell us before we build a quote on the wrong foundation.
Every customer signal — transactional, behavioural, marketing — lives in Klaviyo. NowBookIt becomes a booking engine. Lightspeed becomes a register. Klaviyo becomes the brain.
You want to know that Jennifer drinks Chardonnay, comes in twice a quarter, and prefers Dunsborough. So when the new vintage drops, the email writes itself.
Wayfinder Dunsborough and Cowaramup share one unified profile with venue-level tags. Small Wonder stays separate. Different customer, different brand, different story.
Wayfinder Dunsborough now. Cowaramup live in August. Small Wonder restaurant live in September. We build in that order. Each phase complete before the next begins.
Capture the right data accurately from launch day. Historical migration is optional, not the priority. The future of the data is what matters.
Three sources feed one brain. The brain segments, tags, and triggers. You see one customer, not five fragments of one.
Each customer event is normalised, tagged with its venue of origin, enriched with product metadata (wine variety, vintage, category), and routed to the correct Klaviyo profile. Small Wonder runs the same architecture, separately, on its own Klaviyo account.
Each phase is a complete, working slice. You're not waiting nine months to see something live. Dunsborough goes first because it's already operating.
Foundation. The full architecture stood up on the venue you're already running. Real data, real customers, real feedback before Cowaramup launches.
Second venue plugged into the existing brand. Same customer profile, second venue tag. Cross-venue intelligence becomes possible the moment the doors open.
Tasmania spins up as its own architecture. Separate Klaviyo, separate brand, separate customer. Same engineering, applied independently.
Note on OpenTable: we'll spend a half-day researching their native Klaviyo and Lightspeed support in parallel with Phase One scoping. If OpenTable solves the booking layer cleaner than building on NowBookIt, we recommend the switch and credit the relevant work back. Honest answer beats locked-in answer.
You're our first hospitality client. That earns you a discount the next ten won't get. In exchange we ask for permission to learn out loud with you.
One-time. Covers all three venues. All three phases. Payable 50% on commencement, 50% on Phase One go-live.
Monitoring, sync health, adjustments, support for all three venues. Launch rate locked for 12 months from Phase One go-live.
We're already pulling phone numbers as part of the customer profile. Activating SMS unlocks a high-leverage channel: booking reminders, last-minute table releases, vintage drop alerts. Open rates north of 90%. Hospitality's most underused tool.
The discount above is real and significant. In exchange, we ask for four things that don't cost you money but help us build the next chapter of this product.
Permission to write the story of what we built and what it changed, with numbers, ninety days after Phase One go-live.
Three minutes on camera or in writing, ninety days post-launch. Honest, your words, no script.
To two operators in your network facing the same problem. Wineries, restaurants, multi-venue groups. Start with the Winehub crowd.
Overstory, Wayfinder, Small Wonder marks on our site as launch hospitality partner. We'll show you the placement before it goes live.
Quick answers to these will let us lock the scope. Some are sizing questions, some are architectural decisions only you can make. Reply when you have a moment.
If yes, booking data may already flow into Lightspeed, which simplifies our sync significantly. If no, we build the NowBookIt connection separately. Big scope difference.
A guest books, sits down, orders food (one transaction), orders drinks later (another). Should Klaviyo see these as one visit, or as separate activities tied to the same booking? This shapes the entire customer profile model.
Post-visit follow-up, wine club nurture, win-back, birthday, abandoned cart, event invite, vintage launch. Whatever you'd build if the data was already perfect. Send us the list. We'll work back from there to confirm every data point we need is captured at source.
POS location, table number, server name, custom product fields, dietary tags, modifiers. Anything you tag inside Lightspeed today that should travel with the customer profile.
Approximate Klaviyo profile count, Lightspeed customer count and historical order count, for Wayfinder and Small Wonder. You mentioned 4,000 and 8,000 profiles. We need a quick CSV export to plan the migration sensibly.
You mentioned Monica and Michelle need to align on this. Happy to do a 20-minute call together to walk them through the architecture and finance flow. Just say the word.
Two people. Tim and Ying. We've been building Shopify, Lightspeed and Klaviyo systems for enterprise clients for years. We started Elephant because every client we worked with kept hitting the same wall: their tools didn't talk.
We don't sell software. We sell a layer between your tools. We don't lock you in. We don't bloat invoices with strategy decks. We build the thing, we support the thing, you grow.
Elephants have long memories. They never forget. Same goes for your customer data.