With Neoship we save 2 hours a day – a case study of the matteocucina.sk e-shop

We interviewed the owner of the matteocucina.sk e-shop, Mgr. Lucia Beňák Sitášová, to find out how, after almost a year of using Neoship, she sees and rates the situation in her e-shop, especially when it comes to dispatch. For this case study we chose a question-and-answer format so that the authenticity of each answer is preserved. We believe they will be of benefit to all of you who are in a similar situation and are considering changing your dispatch processes.

In the e-shop www.matteocucina.sk you will find everything that should not be missing for everyday or festive cooking and baking – quality goods from the kitchen, confectionery and bakery world. The e-shop also offers plenty of gift ideas, party goods and much more.

What were the beginnings of the matteocucina.sk e-shop like?

„The matteocucina.sk e-shop was founded in 2012. For the first few years we did not pay all that much attention to it. In 2015 we opened a physical shop and at that moment we started working on the e-shop more intensively. We improved it little by little. We did not have big expectations, though, because at that time it was a completely new field for us. Still, we tried to do everything we could to get the e-shop going. Of course, the social networks Facebook and Instagram helped with promotion and the numbers slowly went up. In 2019 we invested in a redesign of the e-shop. The custom e-shop was built for us by CREATIVE sites. The revamped e-shop helped us become even more visible, which brought us a lot of new customers. At the moment we have 5 employees and 2 part-timers working in the shop and the e-shop together, and the part-timers focus mainly on dispatching online orders.“

What was dispatch like at the beginning?

„Before we used Neoship we dispatched the classic way through the post office and also used courier services. The system was complicated, though, and took up a lot of our time processing orders. It was all the harder because we did every task in a different system. We filled out labels manually, either at the post office or in the given courier company's system. Over time the number of orders started to grow and this system was not at all suitable for us. We could not dispatch on time the way we wanted to and the way our customers wanted us to. Dispatching on time and above all fast delivery to the customer was our priority. Under the old way of working we were no longer always able to meet it, so a change was necessary.”

Why did you choose Neoship?

„What appealed to us about Neoship above all was the proposal to automate our system and simplify the whole process of processing orders and creating labels for the courier – the prospect of fast dispatch. Neoship first offered dispatch from CREATIVE shop through the Neoship module available in the e-shop administration. That approach would have automated our previously manual processes, but we would have had a problem matching COD payments with invoices, because our order numbers differ from our invoice numbers. So we did not go for that solution.

(You can see how dispatch from CREATIVE shop works in our instructional video.)

What surprised me a great deal, though, was their willingness to adapt to our requirements and their effort to solve the connection between our Omega invoicing system and Neoship. They managed it, so we did not hesitate and started working with Neoship. And last but not least, the very friendly approach of the Neoship staff and their genuine interest in helping also contributed to our decision.”

(You can see how dispatch from the OMEGA invoicing system works in our instructional video.)

The most significant changes after introducing Neoship

How much time, money and error reduction does Neoship help you achieve each month?

„Neoship saves us time, and a lot of it. For the dispatch itself it is on average 2 hours a day. That is definitely more than enough for us to be able to dispatch every order that comes in each day, which means parcels are with customers the next day.

Money is of course connected with all of that, above all in saving wage costs. Because we save time on dispatch with Neoship, we have time for the necessary adjustments to the stock cards in Omega, we manage to enter new goods into the system sooner, which means they are on the e-shop faster and the goods sell faster :) We also have more time to prepare social media posts and to deal with everything marketing-related. All of this is now done by people who under other circumstances would be dealing with dispatch. And if they were dealing with dispatch, we would have to hire a new person or simply not do these activities (which of course would not be desirable).

As for errors – thanks to Neoship we do not send a parcel with the wrong postcode, for example, which used to happen fairly often when we retyped the data manually and caused problems with delivery.”

Which of the Neoship features do you find most valuable?

„What we appreciate most is the option mentioned above of exporting data from Omega, which lets us make our dispatch fast and efficient. We also like the parcel overview we have available every day. That way we know about all our parcels – delivered, undelivered, returned, in transit and so on. We also very much welcome the communication link with the carrier, where for every parcel we can enter requests while it is being delivered, deal with any problems and report a complaint. Everything is together and marked to show that we dealt with something during delivery of a particular parcel.”

How do you rate the approach and customer service in handling your requests?

„I cannot praise the people from Neoship enough. Their customer service is the best I have encountered in e-commerce services. The staff are always willing to help. Their approach to requests is kind and understanding. I really do praise them and thank them.”

Would you recommend Neoship to other e-shops? If so, for what main reason?

„Absolutely. Above all because it speeds up the work and automates it.“

If the story of the matteocucina.sk e-shop has inspired you and your e-shop is currently at a stage where you would welcome automating your dispatch processes, do not hesitate to get in touch. We will be happy to help you on the way to your goal.