eComchain

BACKGROUND

Introduce your business and what you do there.

I’m the president, owner, and inventor of the Pillow Bar. We make custom sleeping pillows that match unique sleep styles and shoulder sizes.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with eComchain?

We offer a wide variety of customizations, so every pillow we make is unique. We couldn’t just use a dropdown of products but needed more detailed features and functionality to accommodate all the options.

SOLUTION

What was the scope of their involvement?

We’re merchants with beautiful photography, but we lacked the technical skills to build this site. They supported every step of the process. We wanted direct marketing on the site, an opportunity for users to sign up for newsletters, and complex customizations. We offer choices for everything from proprietary monogram styles, thread colors, sleeping habits, and user frame size. We also wanted to incorporate targeted discount codes for specific products and time frames. They did all of that for us.

What is the team composition?

We work with a team of four or five, including the owner.

How did you come to work with eComchain?

I attended a small business conference and had a conversation with their future owner. I outlined my frustrations and my difficulty finding a provider that could fit my needs. From that conversation, he started eComchain. We started our collaboration shortly after that.

What is the status of this engagement?

We started working together around April 2016, and our collaboration is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We were on Oprah’s Favorite Things list this Christmas and were listed as the best pillow in the market by the Wall Street Journal, both within about six weeks of each other. Our site traffic exploded as a result, but we never had any hitches or site downtime. Their work is amazing.

How did eComchain perform from a project management standpoint?

They offer extremely good customer service and respond to all my emails or inquiries within minutes, 24/7. They are fantastic project managers, and they always work to match our own level of service. Most of our communication is through email or their support server.

What did you find most impressive about them?

Their customer service is so immediate, and their availability and responsiveness are fabulous. They’re never stagnant, and they often come to us with new ideas for marketing, functionality or innovations.

Are there any areas they could improve?

I have no complaints. The site is easy to use, even without a technology background, and the customer service is outstanding. The initial launch had some difficulties, but nothing out of the ordinary.

Do you have any advice for potential customers?

With any service provider, know what you want and be clear about your expectations.