Higher Customer Engagement
Reduced in Service Workload
ROI in Order Tracking
Incorporated in 2019 in Sweden, Silvercut is a popular personalized jewelry brand inspired by love for pets. It offers pet owners life-like replicas of their beloved pets in the form of necklaces, keychains, bracelets, and rings - a unique way to keep sweet memories close to their hearts. The brand is committed to providing high-quality handcrafted jewels that can last for a lifetime at reasonable prices.
Industry: Fashion & Jewelry
Platform: Shopify Plus
Year Founded: 2019
Employees: 2 - 10
Usage: Since August 2020
Ships to: 60+ countries
The COVID-19 pandemic was a tough time when people needed companionship and emotional support. It's reported that millions of Americans adopted a new pet (Washington Post). Undoubtedly, the figure is bigger on a global scale. The boom in pet adoption contributed to surges in the sales of pet supplies and other industries. The new personalized jewelry brand Silvercut saw its order volume skyrocketing — numerous customization requests from affectionate pet parents came in.
In 2020, the startup, founded by Emil Norlander and his friends, was still in its early days. To offer high-quality products at reasonable prices, it had moved the workshop to Asia before the pandemic outbreak.
Although sales jumped significantly, the subsequent supply chain disruptions put Silvercut's business in a dilemma. To some extent, it could hardly meet customers' needs: production was often postponed due to worker shortages, and the slow delivery also upset the majority of its customers. Customers vented their dissatisfaction by filing complaints and submitting "Where is my order?" (WISMO) inquiries via email. The issue kept developing day by day until it was like a balloon about to explode.
Having realized the urgency to resolve the issue, the founder and his friends decided to adopt an effective post-purchase solution as soon as possible. At first, the brilliant leader with great experience at the forefront led his team to investigate the causes of WISMO tickets. Their next goal was to learn the features of all the available Shopify order tracking apps on the market and find the one best suited to their business needs.
They went the extra mile to list all the must-haves of a perfect tracking solution for their business and its customers:
The following features were considered a plus:
"We chose ParcelPanel not only because it offers what we considered as must-haves but also nice-to-haves. ParcelPanel always exceeds our expectations. The onboarding process was a breeze. After setting up our branded tracking page with product recommendations and estimated delivery time, redirects, and email notifications, we felt instant relief. The production progress can be overseen as we set 3 custom statuses before shipping. Our customers feel reassured when they know the personalized jewel is in production when they come back."
Emil Norlander, CEO & Co-Founder
"After partnering with ParcelPanel, we were on cloud nine as our customers were happy with the improvements in our post-purchase service. Silvercut is dedicated to creating engraved jewels that can be cherished for a lifetime. That's why we should deliver top-notch post-purchase service to make our customers feel the warmth and recall happy memories whenever they're wearing, holding, or gifting a Silvercut product."
Emil Norlander, CEO & Co-Founder
Here are Silvercut's accomplishments since implementing ParcelPanel:
With better post-purchase experience, Silvercut has gained in popularity over time. Notably, its Trustpilot rating is on an upward trend, currently steady at 4.5 stars; its social media following also surpasses 190K.
"ParcelPanel has been supporting Silvercut's business since 2020. We mainly use it to identify abnormal orders and determine the reasons behind delays, exceptions, etc.
By calculating the interval between the order time and fulfillment time, we developed effective solutions to streamline production. Plus, the courier performance data ParcelPanel provides also enables us to consolidate partnerships with top couriers and keep expanding our delivery network while testing new partners and screening out underperforming ones.
We'll continue working with ParcelPanel to make great improvements in the post-purchase experience."
Kaspar Külm, COO & Brand Strategist