Vitasg.SG: what the platform looks like in the agent era.

We built and run the eCommerce platform for Vitasg.SG, a Singapore health-supplements brand with retail across SG, Malaysia, and Indonesia. 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.

The platform shape is unchanged. 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

1. TikTok Shop is now a major channel

TikTok Shop was a footnote at the start. It is now a meaningful share of Vitasg’s order volume. We added TikTok integration to TECOM; 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. 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.

The full case study lives at /case-studies/ where it’s framed as a platform engagement. TECOM stays 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.

— Scott Li, wGrow