Aosom Uses TrackingMore to Support Its Sub-domain Launches In New Markets
75%
Faster Carrier Onboarding
58%
Fewer WISMO tickets
Founded in 2009, Aosom had long become a go-to for many international shoppers due to its wide range of home products at low prices.
As orders from around the world started streaming in, Aosom launched subdomains in different global locations, including Canada, the UK, France, Romania, Portugal, and Italy to better accommodate the local needs.
But with the website’s expansion to new markets came the need for a reliable tracking solution to help it supervise its delivery performance locally while adapting to their diverse carrier networks and logistics infrastructure.
According to Kevin Church, Sales and Marketing Executive at Aosom, “Our expansion to new markets saw us hit a stumbling block when it came to managing new carriers to help us achieve optimal delivery performance for our customers.”
“In our time of need, we opted for an online search to see if we could find a solution that could assist with our logistics tracking and management in different countries we were expanding to. We had a list of must-have features to guide us and this led us to TrackingMore,” said Martha Rodney, Head of Logistics at Aosom.
Aosom conducted a thorough online search that gave it several tracking tools to test if they met their needs. TrackingMore was among them, and it was the choice they went for as it had the following:
Aosom’s number one concern when looking for a tracking solution was to onboard carriers efficiently as it expanded into more countries globally. With TrackingMore, the brand could easily gain access to 1091 carriers to help monitor shipments in the markets it was establishing subdomains in. Additionally, upon request, TrackingMore could onboard new carriers in just a week, compared to one month taken by other tracking solutions.
With up to 99.90% uptime, TrackingMore offered Aosom the most dependable API performance it could ask of a tracking solution. This reliable uptime meant Aosom could consistently access tracking data from different carrier websites and relay it to customers on its platform without interruptions.
Aosom’s deliveries took up to ten business days to fulfill after the product was shipped. The major downside was that many customers would experience heightened post-purchase anxiety. With TrackingMore, Aosom could receive shipment data updates in real time, ensuring their customers were constantly updated on the status of their shipments, and the company could respond to any arising incidents quickly.
Aosom wanted a tracking solution that offered 24/7 customer support in case of any issues with the API. TrackingMore proved exceptional during the tests and had a customer agent available at all times to respond to any queries the Aosom team had.
From 2018 to date, Aosom has been utilizing TrackingMore’s services to provide the best shipment visibility to its customers in the US, Canada, and Europe.
“Finding TrackingMore online meant that we had a tracking partner that could help us achieve our global expansion ambitions. The features this solution offers us allows us to onboard carriers with much ease and enhance our customers’ shopping experience in general.” said Katie Stephens, Customer Success Manager at Aosom.
Since 2018, TrackingMore has helped Aosom implement positive changes, including;
TrackingMore’s ease of integration ensures Aosom could onboard new carriers in the countries it was expanding to faster than with other tracking solutions. With this improvement, Aosom’s IT team had more time to focus on other crucial IT tasks that helped Aosom run smoothly. This helped redirect resources toward other customer experience enhancement tasks.
TrackingMore can also add new carriers quickly on clients’ requests.
According to Wei Li, Key Principal at Aosom, “Previously, we needed to wait up to a month before we could onboard a new carrier. With TrackingMore, it takes only one week to complete the process, ensuring we can hit the ground running faster when we partner with a new carrier to serve a new market.”
After integrating TrackingMore, Aosom could track all shipments from a central dashboard and get to know the status of each order, such as exception, delivered, etc. In case of late deliveries, the Aosom team can respond faster and give customers real-time updates that help alleviate post-purchase anxiety.
Commenting on this, Wei Li, Key Principal at Aosom, said, “We’ve witnessed a 58% slump in the WISMO calls since integrating TrackingMore. Our customers now can track their orders in real-time and know the status on each.”
TrackingMore has helped Aosom improve the experience of its customers, which has led to the company getting many positive reviews. The Aosom UK subdomain boasts an impressive average rating of 4.4 from 6,294 reviews on Trustpilot, which point to increased satisfaction with the brand.
By allowing customers to directly track shipments on its own platform, Aosom has further solidified its bonding with customers. Successful expansion into other markets and increased customer satisfaction levels due to the convenience of shipment tracking have also made the Aosom brand gain more positive traction.
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