Started by Jane Lu in September 2010, Showpo started from Lu’s parent’s garage in Sydney. Jane started traditional brick-and-mortar storefronts and Showpo went all in on e-commerce and has excelled at using social media to drive growth. 50 percent year-over-year growth and an international footprint that accounts for nearly a third of its business presented Showpo with customer service challenges.
Showpo relied on a 3PL in Sydney, which worked really well for them at the time. They then partnered with a 3PL in LA for US orders. It all functioned pretty well, they were just looking to get more control over our supply chain, particularly our fulfilment.
Bringing their e-commerce fulfilment in-house from a third-party logistics provider in 2018 was aimed at addressing some of the challenges outlined in the video. Implementing a new customer service model with Zendesk was also key to this.
Showpo wanted a solution that they could implement in 3-months that would work alongside their existing technology stack. Magento 1.X, StarShipIT and Seko OMNI for global returns.
They implemented a combination of single item batch picking and pick and sort to trolley to enable them to go completely paperless.
After implementing Peoplevox’s Warehouse Management System, Showpo were able to move in-house from the 3PL and take complete control of their customer experience.
They've increased their service offering, extending next-day shipping to 11 pm for Sydney and even won 'Technology Champion at the ORIAS, The Online Retailer awards event hosted in Sydney, Australia in July 2019.