Real-Time Order Tracking System

Background:

In a collaborative effort to enhance the e-commerce experience, our company developed a comprehensive real-time order tracking system for gift cards. This system serves a dual purpose: it provides merchants with a powerful tool to manage orders and offers end-users transparency and reassurance during the purchase process.

The Challenge:

Merchants using POS systems like Square, Toast, and Lightspeed POS needed a way to offer their customers real-time updates on gift card orders. The absence of such a feature led to increased customer inquiries and a gap in the seamless service expected in the digital marketplace.

Research Findings:

  • Order Status Inquiries

    26% of customer service calls to this company are related to order status inquiries.

  • Survey Data

    According to survey data 96% of people want to track deliveries after ordering online.

  • Time Cost

    6 hours per day is spent taking order status related calls by staff members.

Solutions:

We engineered an order tracking system that integrates directly with our partners’ POS systems. This solution offers:

B2B Integration

Seamless connection with POS systems, enabling merchants to track and manage gift card orders efficiently.

B2C Transparency

A user-friendly interface for end-users to monitor the real-time status of their orders, enhancing the customer experience.

Real-Time Notifications

Instant updates sent to both merchants and customers at each stage of the fulfillment process.

Analytics Dashboard

Advanced analytics for merchants to monitor trends, order volumes, and customer behavior.

Implementation:

The system was rolled out in phases, starting with integration into our partners’ POS systems. We focused on ensuring compatibility and providing training to merchant staff. The user interface was optimized for mobile and desktop use, catering to the end-users’ need for accessibility.

Results:

The introduction of the order tracking system led to a marked decrease in customer service inquiries for both merchants and our support teams. Merchants reported improved operational efficiency, and end-users expressed greater satisfaction with the purchasing process.

This dual-perspective order tracking system has revolutionized the way gift card orders are managed and tracked, benefiting our business partners and their customers alike. It exemplifies our commitment to innovation and customer-centric solutions in the digital age.