Fracture Captures Perfect Solution with Cleverific's Order Editing and Self-Serve Solutions
When Fracture, the innovators of custom photo printing on glass, transitioned to Shopify's headless platform in 2023, they faced a challenge as unique as their products. How could they maintain the flexibility of their previous order management system while harnessing Shopify's robust capabilities?
Fracture's distinctive product line - custom glass prints using customer-uploaded images - demanded a sophisticated order modification system that Shopify's native features couldn't fully accommodate. It was like trying to fit a panoramic print into a wallet-sized frame - something had to give.
"Seeing Shopify's native edit features was very worrisome at first because there's a lot missing," explains Jackson Bodiford, Fracture's Digital Product Manager. "Our products aren't just simple prints. We have product variants for orientation and finish, multiple images per order, and specialized shipping requirements. We needed a solution that could handle this complexity."
Enter Cleverific, offering not one, but two game-changing solutions: Order Editor and Customer Portal.
Order Editor: precision tools for customer service excellence
Fracture's product line is far from standard. Each order involves custom glass prints using customer-uploaded images, with numerous metafields and a bespoke shipping service. Modifying these orders was a complex endeavor that required a nuanced approach.
"Cleverific's Order Editor filled a lot of those gaps for us," Bodiford notes. "It allowed us to maintain the level of customization and flexibility we had with our previous system, which was crucial for our business model."
With Order Editor, Fracture's customer service team could finally perform the intricate order modifications that matched their previous system's capabilities. Cleverific’s Order Editor immediately addressed the limitations they encountered with Shopify's native editing features, specifically changes to product options, allowing the team to manage their unique product offerings effectively.
The impact was immediately noticeable. Customer service reps could now easily adjust order details, modify shipping information, and update product specifications - all within a single, intuitive interface. This streamlined process not only saved time but also significantly reduced the potential for errors.
“All of our CS team definitely agrees that they are getting fewer emails about order modifications. It’s not just about saving time; it’s about providing a better experience for our customers. When we can quickly and accurately modify an order, it translates to happier customers and fewer headaches for our team.”
"All of our CS team definitely agrees that they are getting fewer emails about order modifications," Bodiford observes, highlighting the increased efficiency. "It's not just about saving time; it's about providing a better experience for our customers. When we can quickly and accurately modify an order, it translates to happier customers and fewer headaches for our team."
Customer Portal: empowering customers, revolutionizing service
Just when Fracture thought things couldn't improve further, Cleverific introduced them to Customer Portal. This self-serve order editing feature put the power directly into customers' hands, revolutionizing their order management process in ways they hadn't anticipated.
"Letting customers cancel their own orders has saved our customers, and our CS team, a ton of time," Paul Mamangakis, Fracture's Director of Customer Service, explains. "Instead of waiting on someone to process and confirm their request, customers can tackle it themselves in mere minutes. Our internal CS team has replaced a long process for a few clicks."
“Letting customers cancel their own orders has saved our customers, and our CS team, a ton of time. Instead of waiting on someone to process and confirm their request, customers can tackle it themselves in mere minutes. Our internal CS team has replaced a long process for a few clicks.”
The results were nothing short of impressive:
In just two weeks, 132 customers were able to a modify orders without reaching out to support
A remarkable 87% of self-serve order cancellations resulted in new orders
18% of reordering customers increased their order value
These numbers tell a compelling story. Not only was the customer service team saving time, but the self-service option was actually leading to increased sales and order values.
Bodiford couldn't contain his enthusiasm about the customization options in Customer Portal. "I love that I can change any word in Customer Portal. I can change any message, any line," he says. This flexibility allowed Fracture to guide customers towards cancelling and placing new orders when needed, rather than attempting complex edits.
"We were able to craft messaging that aligned perfectly with our brand voice," Bodiford adds. "It's not just a generic cancellation process; it's an extension of our customer service philosophy. We can gently nudge customers towards options that work best for both them and us."
A bigger, clearer picture of customer service
With Order Editor and Customer Portal working in tandem, Fracture's customer service team found themselves with more time to focus on what really matters - ensuring every customer's photo looks its absolute best.
“Instead of getting bogged down in order modifications and cancellations, our representatives can now focus on the kind of high-touch, personalized service that really sets us apart. They’re spending more time helping customers choose the perfect size for their print or advising on image quality. It’s the kind of service that turns customers into advocates.”
"The impact on our team has been incredible," Bodiford shares. "Instead of getting bogged down in order modifications and cancellations, our representatives can now focus on the kind of high-touch, personalized service that really sets us apart. They're spending more time helping customers choose the perfect size for their print or advising on image quality. It's the kind of service that turns customers into advocates."
This shift in focus has had a ripple effect throughout the organization. With fewer resources tied up in routine order changes, Fracture has been able to invest more in product development and marketing initiatives.
“I'm a happy camper," says Bodiford. "These tools haven't just improved our efficiency; they've allowed us to elevate our entire customer experience. For anyone juggling custom orders and change requests, my advice is simple: Give it a try. Seriously.”
No-code solution for a high-resolution experience
One of the most surprising aspects of implementing Cleverific's solutions was the ease of setup. Despite lacking a technical background, Bodiford found the process intuitive and straightforward.
“I was able to completely install Customer Portal on my own, get it added to our checkout without any of the other devs’ help. I felt very confident all the way through. It felt very easy to use and I didn’t feel like I was going to break anything.”
"I was able to completely install Customer Portal on my own, get it added to our checkout without any of the other devs' help," he shares. "I felt very confident all the way through. It felt very easy to use and I didn't feel like I was going to break anything."
This no-code approach was a significant advantage for Fracture. It meant they could implement and start benefiting from these tools quickly, without the need for extensive IT resources or lengthy development cycles.
"The fact that we could get up and running so quickly was a game-changer," Bodiford explains. "In our business, agility is key. Being able to implement solutions like this without a huge technical overhead gives us a real competitive edge."
Developing the future, one print at a time
As Fracture continues to capture more of the market, they're excited about exploring additional Cleverific features. The team is particularly interested in Cleverific's Flow automation capabilities and upcoming features like post-purchase upsells.
"We're just scratching the surface of what's possible," Bodiford says. "The more we use these tools, the more opportunities we see to streamline our processes and improve our customer experience."
By embracing Cleverific's Order Editor and Customer Portal, Fracture isn't just printing memories – they're creating happy ones for their customers and team alike. It's a picture-perfect solution that's bringing their vision of seamless order management into sharp focus. Fracture's story is one of adaptation and innovation. By leveraging the right tools, they've not only overcome the challenges of transitioning to a new e-commerce platform but have actually enhanced their ability to serve customers and grow their business.
"We're in a better position now than we were before the transition," Bodiford concludes. "These tools haven't just solved our immediate problems; they've opened up new possibilities for how we can serve our customers. It's exciting to think about where we can go from here."
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