The rapid development of ecommerce during the COVID-19 pandemic contributed to the increased adoption of dropshipping. Spocket cemented its position as a dropshipping marketplace by launching AliScraper in April 2020, allowing online retailers to import AliExpress products to their stores easily. It also attracted a great number of US and EU dropshipping suppliers by promising 100% free to sell on the platform. With the unprecedented growth of the user and supplier network came greater ambitions and, of course, huge challenges.

![spocket-order-tracking](https://www.trackingmore.com/blog/wp-content/uploads/2024/03/spocket-order-tracking.png "spocket-order-tracking")

## Surges in WISMO Tickets and Inefficient Customer Support
Spocket is known for providing fast shipping products from US/EU suppliers through strict vetting. Suppliers can work with any shipping partners as long as they can deliver orders within the promised timeframe. In 2020, without exception, shipping times went out of Spocket suppliers' control, as COVID-19 restrictions were in place in many countries and worker shortages were common due to the rise of positive cases.

Confronted with post-purchase dissonance, most retailers resorted to Spocket's customer support because the "Chat with Suppliers" feature wasn't available. Every day, Spocket's customer service team was overwhelmed by tens of thousands of emails from dropshipping beginners inquiring, "Where is My Order?" (WISMO). The number of live chat messages from professional dropshippers was equally intimidating.

The problem escalated as the number of its new customer service representatives was incommensurate with the growth of its user base. Additionally, since most users chose the $29 Starter plan, it turned out that the solution only ate into Spocket's profits. In the mid-year meeting, the company acknowledged that an automated order tracking solution had to be in place to remedy the situation before the peak season's arrival. Otherwise, with increased ad spend for further growth, the problem would only worsen.

![spocket-dropshipping](https://www.trackingmore.com/blog/wp-content/uploads/2024/03/spocket-dropshipping.png "spocket-dropshipping")

## In Search of a Powerful Multi-Carrier Tracking API Solution
> "It was easy for us to come up with stricter regulations on suppliers' shipping methods and delivery times. However, considering the huge order volume on Spocket and a sprawling network of carriers, we need to introduce an automated shipment tracking solution that can be easily integrated into Spocket to provide dropshippers with full visibility throughout the entire delivery progress while helping us to know whether suppliers stick to their promised order processing times and shipping times." 
Joan Paala, Supplier Operations Manager

After understanding the needs, the IT team led by Shreyas Sali, Director of Product & Data at Spocket, started researching the existing multi-carrier shipment tracking API solutions in August 2020 and dedicated the first half of the month to reading API docs and scheduling demos.

Through an online meeting, we learned that as for Spocket's IT team, the must-haves in an ideal tracking API solution included:

### Extensive Carrier Network
Spocket already had a large network of trustworthy US/EU suppliers, and it planned to build Alibaba integration and allow dropshippers to fulfill Alibaba orders directly on Spocket. Spocket would also work with Australian suppliers in the future. All these meant that the tracking API solution Spocket wanted should support as many carriers worldwide as possible.

### Quick Implementation
As the clock was ticking down to the peak season, the tracking API solution must come with Webhook notifications and SDKs in the programming languages required by both developers to build the retailer- and supplier-facing interfaces. Hopefully, the implementation could help improve dropshippers' experience and satisfaction while relieving pressure on the customer service team.

### Shipment Analytics by Supplier
In the short term, Spocket's supplier operations team needed a tracking API solution offering a cohort view of shipping times and countries. Ideally, in case of delivery exceptions, they would easily investigate the causes. It must also allow them to export all tracking information and facilitate tracking shipping times across different dropshipping suppliers.

![spocket-dropshipping](https://www.trackingmore.com/blog/wp-content/uploads/2024/03/spocket-dropshipping-marketplace.png "spocket-dropshipping")

## 86% Fewer WISMO Tickets & 2x App Installs in Peak Season
Spocket accomplished both its short-term goal and long-term goals with TrackingMore. Its achievements mainly include:

### 86% Reduction in WISMO Tickets
> "Luckily, we bumped into TrackingMore. As it ticked all the boxes, we quickly integrated its multi-carrier tracking API with Spocket. Since then, retailers can immediately check the most recent delivery status in real-time by clicking the 'Truck' button on Spocket after suppliers fulfill orders and add tracking. With this feature, WISMO tickets went down drastically, by about 86%." said Shreyas Sali, Director of Product & Data at Spocket.

### 2x App Installs
After partnering with TrackingMore, Spocket's customer service costs were reduced, and the team could serve more customers. With this, Spocket's marketing achieved great success with increased investment in online advertising. As Spocket's website traffic grew, its app installs nearly doubled during peak season.

### Higher Profit Margin
With lower customer support costs and increased customer satisfaction, Spocket got more loyal customers. As it continues to provide added value by adding more features and improving customer service, Spocket was eventually able to increase the cost of the Start plan, whose users made up the majority of its customer base, and obtain higher profits.

Spocket Automates Dropshipping Order Tracking with TrackingMore

86%

2x

Company Info

Results

86%

2x

Transform Your
Shipment Tracking Today

Spocket Automates Dropshipping Order Tracking with TrackingMore

86%

2x

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2x

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