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SmartBuyGlasses
“With the tracking system built out of AfterShip, we're confident that we can maintain strong communications with carriers and customers, ensuring timely updates, proactive problem-solving, and overall customer satisfaction.”
Lok Chau
Logistics Manager
About SmartBuyGlasses
SmartBuyGlasses is one of the world’s largest designer eyewear eCommerce companies, with a presence across Asia Pacific, Europe, Africa, and the Americas. With more than 15 years of experience in the industry, the eyewear e-retailer has taken a leadership position in more than 30 countries worldwide and offers an extensive range of eyeglasses, sunglasses, and contact lenses at accessible prices.
Its mission: To help people see and be healthy regardless of their budget. A mission achieved through an integrated supply chain, close relationships with some of the world’s leading eyewear distributors, technological innovation, in-house opticians, and careful consideration of their customers’ needs.
| Industry | Countries served | Region |
|---|---|---|
| Fashion & Accessories | 30+ | Global |
The challenges
SmartBuyGlasses places high value on customer experience and strives to provide a consistent, convenient, and accessible shopping experience. However, before implementing AfterShip, the brand lacked an effective tracking system. The SmartBuyGlasses team found it challenging to obtain real-time and accurate tracking information and offer tracking across multiple sales channels.
Global selling further complicated matters as different carriers use different terms to state the same shipping statuses. Cleaning and analyzing data from various carriers consumed a significant portion of the operations team's time and brought hassle to their daily tasks.
The outcome
After thorough online research, SmartBuyGlasses found AfterShip and chose to build their tracking system using the AfterShip API, recognizing the superior benefits over other providers. AfterShip aggregated tracking data from various carriers into fewer primary and secondary delivery statuses, providing a clear and comprehensive overview of global shipping data. Normalized data increased accuracy when retrieving shipping data via API. "Thanks to AfterShip, we saved a lot of time collecting, cleaning, and analyzing data across all carriers, allowing us to monitor and track our KPIs effectively," Lok Chau, the Logistics Manager, mentioned.
Before AfterShip, “Where Is My Order” (WISMO) requests required time-consuming manual tracking and updates. AfterShip has simplified this with a visibility dashboard that offers real-time tracking data in one place, reducing the workload. SmartBuyGlasses could view multi-channel shipments via one portal, eliminating the need to check shipment status on various carrier websites. Chau said, "This greatly saves our time responding to customers' WISMO requests."
SmartBuyGlasses used AfterShip's powerful data analytics to gauge its delivery performance and glean crucial insights for refining its carrier strategies. By measuring which lanes or service types suffered from high transit times and exception rates, the brand could refine its strategies accordingly to enhance customer satisfaction.
SmartBuyGlasses increased customer satisfaction and sped up transit times with AfterShip Tracking
The implementation of AfterShip Tracking led to remarkable improvements:
![[object Object] logo](https://websites.am-static.com/assets/brands/glyph/aftership_tracking.svg){kind=tracking}
Over 4.4 billion
shipments tracked
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70%
A substantial 70% increase in NPS score and a higher response rate to NPS surveys. AfterShip’s precise timing aided in garnering more accurate reviews.
28%
A 28% reduction in average transit time was achieved without incurring additional costs. This improvement was made possible by better carrier partner selections, enabled by AfterShip’s analytics.
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