Success Stories: How iCracked UK Streamlined Their Royal Mail Shipping

Wolf Kolb is the Managing Director of iCracked, a company that specializes in on demand repair for smartphones and tablets. The company is headquartered in Silicon Valley, with offices in London and Berlin. iCracked uses Zenstores to print Royal Mail 2D barcode compatible labels and despatch orders from their Shopify store.

He had this to say about Zenstores:

Zenstores is the perfect interface between Shopify and Netdespatch/Royal Mail. 

Tell us about your business

Hardware is at the core of our business and we use our our online store to distribute hardware to our technicians. We have one central warehouse in the UK from we manage our supply operations and distribution. Our iTech network utilizes our online store to purchase parts to serve our rapidly-growing customer base.

We started just over a year ago in a small rental apartment with no parts, technicians nor customers.

Today, we service thousands of customers and bring their devices back to life. We understand that your mobile phone is your lifeline, and we’re dedicated to making sure it is back in working condition in no time at all.

What have been your biggest challenges selling online, and how have you overcome them?

Our biggest challenge is matching our incredibly high demand of repair requests with the availability of our network. The key to growth is to focus and not to try to do everything at once in order to have a really clear understanding of both your supply and your demand. 

We decided to solely focus on the London market before we expanded to other cities. It was very tempting to address a broad customer base all at once, but in the end, only the customer experience matters and we wanted to get that right before expanding broadly. 

It is more important to deliver an exceptional service on a small scale and build a fan base rather than delivering a mediocre service.

What are the key factors that have helped your shop be successful? 

Zenstores has provided a reliable platform that enables our technicians order parts efficiently when they require a specific piece of hardware for a repair.

What are your top recommendations for people starting out?

Solely focus on the customer experience.

Find 100 people that love your service, and listen to their feedback. 

Make sure you know both sides of your marketplace, the supply and the demand, backwards and forwards. 

Tell us about the back-end of your business. What tools and apps do you use to run your store?

We use product bundles, Invoicify and Zenstores to run our online store efficiently.

Tell us about yourself

I joined iCracked in October 2014 to launch and spearhead all UK operations, and lead the team in the London office. I love building organisations and being a part of the growth, from launch to becoming a market leader. 

What do you do in your spare time?

Nothing is more relaxing than cooking a nice dinner at home!