About Blueridge: Building blocks of joy and nostalgia
Blueridge is a company that designs and sells building block kits for miniature cars so you can relive your favorite car models in miniature form. With a focus on quality materials, attention to detail, and innovative design, Blueridge offers a wide range of customizable kits to spark your creativity and nostalgia.
“But we soon realized that having a great product is only half the story,” says Christina Ross, the company’s Customer Service Manager. “The other half is making sure our customers are happy.” As BlueRidge grew, they realized they needed faster order processing, transparent tracking, and better review management. These were the areas they needed to focus on as they looked for the right partners to help improve the customer experience.
Challenge: Delivering satisfaction in a fast-paced competitive market
BlueRidge knew creating high-quality, collectible car kits was just the start. In a niche but competitive industry where established brands and newcomers were vying for market share, the real challenge was building customer loyalty. Happy customers don’t just buy once; they come back again and again and increase lifetime value.
But delivering a great product wasn’t enough. Customers expected a seamless, hassle-free purchase experience from start to finish. Faster order processing and real-time tracking were essential to keep customers informed and confident throughout the journey. Any delays or uncertainty would erode trust and impact future sales.
The market was changing just as fast. Consumer preferences were shifting; staying relevant required more than gut instinct—it required real data. BlueRidge needed to be talking to customers to gather feedback and manage reviews without overwhelming their team or increasing costs. Listening to customers would help them stay ahead of the curve and hone their products.
These were not just problems; they were opportunities. If BlueRidge could simplify and improve the customer experience, it would not only increase satisfaction but be a market leader.
Solution: Create a seamless customer journey across channels
For BlueRidge, 30% of support requests were “Where Is My Order?” queries, keeping agents busy with repetitive tasks and slowing down more meaningful conversations. To fix this, BlueRidge needed a solution that could automate tracking, proactively engage customers, and collect feedback across multiple touchpoints.
Faster fulfillment and tracking with ParcelPanel
“We wanted our customers to feel in control at every step without having to chase us for updates,” says Christina Ross.
With ParcelPanel, BlueRidge integrated tracking for over 3 carriers into one branded tracking page. Customers now receive real-time notifications on shipment status, reducing anxiety and increasing trust. Within 3 months, WISMO queries dropped 35% and support agents were freed up to focus on high-value conversations.
“The branded tracking page has been a game changer—we can promote new products while keeping customers informed,” the manager adds.
Engage and review with Trustoo.io
While tracking improved delivery, BlueRidge knew keeping customers engaged after purchase was just as important. With Trustoo.io, they started collecting reviews across multiple platforms like Facebook, X, and Instagram so customer feedback was captured wherever they interacted with the brand.
By sending review invites through email, SMS, and discount offers, BlueRidge increased review submissions by 20%. The custom review widgets on product pages also increased conversions by building trust. “Trustoo.io’s dashboard gives us actionable insights to refine our products and keep customers coming back,” says Amanda Collins, the Chief Marketing Officer.
Integrated for a seamless experience
The magic of ParcelPanel and Trustoo.io is in the integration. Tracking updates flows into the review system and customers are prompted to leave feedback straight after delivery. With all tools working together, BlueRidge can deliver a smooth connected experience without the hassle of managing multiple platforms.
Results: Customer Experience to Measurable Growth
Channelwill has helped BlueRidge turn its operational challenges into new growth opportunities with measurable improvements in customer engagement and business performance.
With ParcelPanel’s real-time tracking, we reduced WISMO inbound queries by 34.7% and freed up our support team to focus on higher-value conversations. This not only improved customer satisfaction but we didn’t have to add new support staff and saved over $10,200 in operational costs per year.
Meanwhile, Trustoo.io’s multi-channel review management resulted in 19.8% more review submissions and a 6.3% increase in conversions on product pages. These high-quality reviews have been a key driver of customer retention and added $42,830 in retention-driven revenue over 6 months.
Sales have also seen a big impact. With increased brand visibility from the ParcelPanel branded tracking page and social proof from Trustoo.io, BlueRidge saw $69,480 in additional monthly sales. Overall 3.2x ROI on the investment in both ParcelPanel and Trustoo.io in the first year.
“Our investment has paid for itself,” says the chief marketing officer. “We’ve simplified operations, increased customer engagement, and set ourselves up for long-term growth.”
Next: Building Relationships and Scaling
With Channelwill simplifying operations and deepening customer engagement, we’re ready for the next growth phase. Our focus going forward is to build relationships by delivering more personalized experiences and expanding our reach by using customer feedback.
As we adapt to market changes, these tools will be at the heart of our strategy—so we can stay nimble, build long-term loyalty, and stay ahead of the competition.
