Rocket Software Improves Customer Service for the Vermont Teddy Bear Company

The Vermont Teddy Bear Company (VTBC) is the largest handcrafter of teddy bear toys in North America.

Vermont Teddy Bear recognized that in order to keep pace with constantly changing demands and respond effectively to customers, it was essential to change the way it managed data.

A continually expanding product line and combined volume across multiple divisions helped VTBC achieve growth of more than $50 million in sales.

Because its sales were closely tied to gifting holidays, the company experienced peak periods when orders per day grew exponentially from several hundred to more than 47,000.

During these periods, it was not unusual for the company to ship more than 60,000 packages in one day. VTBC staffing fluctuated with sales, expanding from a range of 150 to 180 year-round employees to as many as 1,000 during the peak months of December, February, and May.

By working with Rocket UniData and UniVerse, the company was able to:

  • Create customized solutions to meet customer needs and reduce call center response time
  • Update applications without rebuilding the database or writing new code
  • Update the database without additional costs or downtime

“For speed, performance, and size of a database running on a mid-size, mid-tier system, it performs very well. For example, response time for our call center is fantastic,” said Bob Stetzel, vice president of information and ecommerce technology, Vermont Teddy Bear Company.