SuperSmart Uses TrackingMore to Centralize Shipment Data and Reduce Exceptions

The pioneer in food supplements

Started by selling nutrition supplements imported from the USA, SuperSmart has long become a major player in the industry with its self-developed health formulas, aimed to offer consumers higher cost-effectiveness for the same quality.

It also provides free shipping for orders above €60 and speedy delivery in most European regions to encourage purchases and keep customers coming back.

SuperSmart’s decentralized operations challenged by delivery exceptions

SuperSmart’s manufacturing, distribution, administration, and customer services are fragmented across the United States and Europe. Additionally, its shipments are consigned to a wide variety of logistics providers who work with different regional carriers for delivery.

While such a decentralized system of operations has allowed for more flexibility and resilience, at times, it could be challenging for all parties concerned to coordinate efficiently, especially in case of delivery exceptions or incidents.

Growth fuelled by TrackingMore

In February 2023, recognizing the necessity of tightening control over its shipments, SuperSmart joined hands with TrackingMore to improve its internal logistics management workflow.

Improved visibility and transparency into the shipment journey

SuperSmart wanted to gain enough visibility into the entire delivery lifecycles of all customers orders, being picked up, delayed, in transit, etc. It can then relay the real-time updates to its internal customer service personnel, IT team, and customers.

The high level of transparency in all shipments’ statuses can positively increase the internal work efficiency, particularly when multiple departments are required to move together for emergency handling.

More insights into the logistics malpractices

To ensure prompt and secure delivery, SuperSmart needed to find ways to improve its logistics practices. With TrackingMore presenting all carriers’ performance data and shipments’ statuses in one area, SuperSmart can effectively reflect on:

1. Which carriers are faster and more dependable?
2. Which carriers are more likely to have exceptions?
3. Which shipments are being delayed, damaged, or missing?
4. Which part of the delivery journey is likely to incur delays?

In turn, it can take actions before they escalate into rising customer complaints, loss of revenue and reputation, etc.

According to Alexandre Serra, General Manager of SuperSmart, “Our delivery exceptions have decreased by 26% within 3 months of using TrackingMore. The reports upon our shipment activities have been more than helpful.”

Optimized after-sales experiences for customers

In general, a customer would check his parcel status at least 4 times after placing an order. If not properly addressed, heightened customer anxiety could add up to refund requests, negative reviews, and endless WISMO calls.

An automated order tracking system like TrackingMore’s has significantly improved the general post-purchase experience of SuperSmart’s customers.

“TrackingMore’s real-time updates help our clients know where their order is and when it will arrive, which has reduced the amount of WISMO tickets received by 46%. ” shared Kenny Cuoq, CEO of SuperSmart.

Reduced workload of the internal team

Utilizing TrackingMore’s integrations with over 1000 carriers, SuperSmart’s internal team no longer needs to retrieve order statuses manually from their logistic partners’ web portals, or endure the prolonged coordinating process for addressing shipping complexities and delivery incidents.

Also, since clients can track their order status on SuperSmart’s platform with a single tracking number, SuperSmart doesn’t need to hire extra personnel to serve them.

Easily integrable API and Webhooks that don’t disrupt its tech stack

Though having its large volume of shipment data organized was essential, SuperSmart also needed an easy-to-setup solution that wouldn't mess its original internal management system. TrackingMore’s API and Webhooks have made it possible to exchange carrier data between multiple carriers and the SuperSmart platform seamlessly, with an exceptional uptime of 99.0%.