After nearly a decade, Do ART has grown from a small craft workshop into a recognized brand in high-end handcrafted accessories. It now boasts a multi-channel distribution system, including online retail and nearly 10 consignment points and agencies across various provinces.

As its customer base expanded, Do ART faced the challenge of not only fulfilling more orders but also ensuring a consistent customer experience from workshop to delivery. Given the intricate manual crafting and finishing stages of its products, Do ART views transportation and delivery as integral to the customer experience value chain.

Tuan Le, Founder of Do ART, stated that the brand partnered with J&T Express in 2022. This collaboration began as Do ART expanded its online sales channels and sought a shipping partner for its growth. He emphasized that operational flexibility, particularly during peak order periods, was a key factor in selecting a delivery service, alongside cost.

A J&T Express delivery person hands over a package, completing the customer experience after the product leaves the workshop. *Photo: J&T Express*

Unlike mass-produced goods, each Do ART product undergoes extensive manual crafting before being packaged to the brand's standards. This meticulous attention extends from creation through finishing and packaging.

For example, the genuine cowhide accessory line features meticulous hand-painting, carefully applied lining, and detailed seals. This ensures customers appreciate the handcrafted value from the moment they unbox the item. Consequently, production timelines depend on the crafting and quality control processes.

Hand-painting and sewing products before inspection and packaging according to specific standards. *Photo: J&T Express*

While Do ART invests considerable time in crafting and finishing, J&T Express ensures timely and intact delivery. J&T Express proactively coordinates pickup times based on Do ART's production schedule, rather than adhering to a fixed schedule. This approach helps Do ART maintain its production flow, control product quality, and meet delivery deadlines.

This coordination becomes even more crucial during peak periods, such as collection launches, seasonal campaigns, or livestreams, when order volumes can surge significantly.

Vinh Dang, a representative from Do ART's marketing department, noted that during a June livestream, customer feedback on products and delivery remained positive despite a high volume of orders. "Customers are satisfied with the products, and the delivery people are enthusiastic and professional", he stated. He added that this delivery stage not only fulfills transportation needs but also helps maintain a consistent experience from workshop to customer.

J&T Express supports the delivery process, ensuring products retain their value upon reaching customers. *Photo: J&T Express*

As businesses scale, the role of express delivery extends beyond mere transportation; it enhances the customer experience. While companies focus on product quality and brand identity, the delivery provider ensures a smooth process, conveying those values completely to the customer.

For Do ART, a company representative noted that this collaboration supports operations and enables the brand to expand its market. It helps bring handcrafted products, imbued with Vietnamese culture and aesthetics, to a broader customer base.

*Source: J&T Express*