Fewer WISMO Tickets
Lift in Tracking Efficiency
Faster Shipping Time
Established in 2012, Vograce is an established animation peripheral manufacturer specializing in personalized customization. Vograce employs about 200 people, runs a large factory equipped with 100 production machines in Yiwu, Zhejiang, China, and ships to over 80 countries. Its offers of low MOQ for high-quality custom keychains, charms, enamel pins, etc., appeal to numerous anime fans, small artists, gamers, and corporations around the world.
Industry: Toys & Hobbies
Platform: Shopify Plus
Year Founded: 2012
Usage: Since March 2021
Shipping to: 80+ countries
As a traditional export-trading manufacturer, Vograce was dedicated to selling custom products on Alibaba until the COVID-19 pandemic wreaked havoc on its cross-border B2B business. As a result, the brand had to start building relationships with direct customers by setting up its own sales channel. By early 2021, Vograce's official Shopify store was full-blown, equipped with all the necessary features to submit custom designs and choose from various options. Here came the golden opportunity of marketing. As expected, the number of orders rose with the gradual increases in advertising expenditure.
In early March 2021, Vograce's official website was well on its way towards the monthly sales goal — getting hundreds of orders from anime fans. Motivated by a rosy future, the company's sales manager planned to increase the advertising expenditure by 4 times in April. However, she was upset at the fact that due to the long production time and lack of shipment visibility, the majority of customers' patience wore out, and the sales team in charge of the website operations was overwhelmed by the increased number of WISMO tickets. The problem continued to develop in mid-March, further limiting the sales team's bandwidth to communicate with customers to get quotations confirmed and proofs approved. This caused delays in communication; in consequence, most customers felt worried and contacted customer service to investigate the progress.
With WISMO tickets pouring in, the sales team realized the urgency to implement an effective order tracking solution and turn customer support into customers' last-ditch attempts.
In the beginning, Vograce's sales team shouldered the responsibility of searching for an order tracking solution that worked. With wider concerns raised internally, the search was complicated by the company's need to shorten the production time and identify the most cost-effective shipping method to distribute samples.
"In the past, we have been committed to bringing customized designs to life and improving product quality. Top-class personalized experience is the center pillar of our business. That's why we decided to devote plenty of time to optimize supply chain operations and post-purchase experience."
Jerry Hu, Chief Supervisor
Vograce's sales and supply chain teams worked closely and started evaluating existing order tracking solutions with the following criteria:
Vograce's search for the best order tracking solution was limited to apps available in the Shopify App Store because the famous anime peripheral product manufacturer wanted to find a solution that required minimum setup. After judging various Shopify order tracking apps' user base, ratings, features, operating, and pricing, Vograce's team decided to install and test the top 5 apps, including ParcelPanel. After testing, a series of meetings were held to exchange ideas, and finally, ParcelPanel won the majority of votes.
"Unlike other order tracking solutions, ParcelPanel is an embedded Shopify app, which guarantees seamless integration, order data synchronization, and easy access. With the Essential plan, we can access all fundamental features. What's more, as sales grow, this is the second-to-none choice in terms of cost saving. Last but not least, ParcelPanel is so easy to use that our sales team didn't encounter any trouble implementing it."
Jerry Hu, Chief Supervisor
"Since onboarding with ParcelPanel, we published instructions and a video tutorial on shipment tracking. To our surprise, the number of support tickets dropped by 73%. What's more, both our sales team and the supply chain team have been liberated from the manual order tracking tasks. With ParcelPanel's reports on shipments by country and transit times by courier, we easily identified the most lucrative market and the most cost-effective shipping solution. In this way, we managed to reduce Vograce shipping time by 65% and streamline the production process. Thanks to ParcelPanel, we are empowered to elevate customer experience and business operations."
Hui Xing, Sales Manager
Since cooperating with ParcelPanel, Vograce has made great progress. Its achievements include:
With the growing demand for personalized products, Vograce invested 100% more in production machinery and expanded its production lines. The business expansion effectively boosts Vograce's annual export capacity and enables it to cater to a wider range of customers, i.e., anime, gaming, and pop culture enthusiasts.
As customer experience is key to success in the customization industry, Jerry Hu, Chief Supervisor at Vograce, promised to provide more options and faster lead times by partnering with ParcelPanel.