Vitasg.SG, four years on: what the platform looks like in the agent era.
Our 2023 write-up of Vitasg.SG's eCommerce build covered Shopee/Lazada storefronts, dedicated portal, TECOM order processing, and regional expansion. The platform shape is unchanged. The crew running it is.
We built and run the eCommerce platform for Vitasg.SG, a Singapore health-supplements brand with retail across SG, Malaysia, and Indonesia. Our 2023 case study (Team-Notes #79) covered the platform shape: Shopee and Lazada storefronts, a dedicated brand portal, our in-house TECOM order-processing system unifying inventory and orders across all channels, plus Google SEM and social-media campaigns.
That shape is unchanged in 2026. What changed is who runs it.
What the platform does, today
- Shopee + Lazada + TikTok Shop storefronts, all driven from TECOM.
- Dedicated brand portal at vitasg.sg for direct sales and brand presence.
- TECOM as the single source of truth for inventory, orders, and pick-and-pack across all channels.
- Cross-border delivery into Malaysia and Indonesia, with the Aright Tech regional team in Johor Bahru handling fulfilment.
- Marketing campaigns across Google, Facebook, and Instagram, with reporting back into TECOM for ROI attribution.
What changed since 2023
1. TikTok Shop is now a major channel
In 2023, TikTok Shop was a footnote. It is now a meaningful share of Vitasg’s order volume. We added TikTok integration to TECOM in 2024; the rest of the platform absorbed it without a redesign.
2. Catalogue management moved to an agent loop
Previously the team manually wrote and updated product descriptions across three to four storefronts. In 2025 we ported this to a small agent crew:
- A drafter generates platform-specific copy from a single source of truth.
- A fact-checker validates ingredient claims against the regulatory-compliant master.
- A merchandising lead (human) reviews and pushes.
The team’s time on catalogue work dropped roughly 70%. The fact-checker step is the one that matters; supplements have regulatory copy constraints we cannot get wrong.
3. Customer-service first reply via agent
Order-status questions, “where’s my parcel,” and “is this safe with X medication” arrive in volume across WhatsApp, Shopee chat, and the portal. A first-reply agent now drafts the response, classifies the query, and either auto-resolves (order status, simple FAQ) or escalates to a human (medical-adjacent questions, complaints, refunds).
The agent never sends medical advice unsupervised. We have a fixed list of phrases that automatically escalate.
What we cut from the original
- The phrase “comprehensive digital transformation.” We don’t talk like that.
- The list of campaign tactics. The case study now lives at /case-studies/ where it’s framed as a platform engagement, not a marketing tactic list.
What carries over unchanged
TECOM as the system of record. Multi-platform storefronts driven from a single source. The regional team in Johor Bahru handling cross-border. The boring infrastructure of the eCommerce work hasn’t moved.
— wGrow studio · migrated from Team-Notes #79