## A Tech-Enabled Carrier for Cross-Border Shipping
Co-founders Alex Yancher and Aaron Schwartz started Passport Shipping to empower online sellers to take advantage of cross-border markets. While researching and refining their idea, they realized that many US businesses generate a huge chunk of their traffic outside the country.

Despite glaring evidence that this is a high potential market segment, many businesses opt out because of the complexity of cross-border shipping. [Passport Shipping](https://passportshipping.com/ "Passport Shipping") was founded to provide comprehensive 3PL services, shipping compliance expertise, and a user-friendly platform. Moreover, it takes charge of all customer support functions for cross-border e-commerce brands.

Like any startup worth its salt, Passport Shipping depends on its team's experience, expertise, enthusiasm, and a great product to win over e-commerce merchants. Both co-founders bring a wealth of experience from previous startup roles specializing in the seamless movement of packages from one point to another. Coming into Passport Shipping, Alex and Aaron wanted to utilize their experience to create a world-class logistics service.

![](https://blog.trackingmore.com/wp-content/uploads/2023/09/Passport-order-tracking-solution-by-trackingmore1.png)

Passport has grown immensely in the past few years and has received more than $39M in funding. Clients are drawn to the service because of its outstanding ability to deliver an exceptional post-purchase experience to their customers, calculate applicable duties and fees before, and optimize delivery routes for quick and efficient delivery of their packages.

But even with the startup's expertise and funding, enabling cross-border shipping hinges on one critical component — reliable package tracking. Passport realized the need for this solution less than two years into operation.
## Auditing Passport Shipping's Challenges
> "The e-commerce landscape is very competitive and complex, and to stay ahead, we actively listen to our client's challenges and audit our services and online platform to find optimization opportunities. A similar process helped us identify our need for a tracking solution," said Tony Chen, CTO | Passport Shipping.

Passport's search for a tracking solution began in 2018 and culminated in a partnership with [TrackingMore](https://www.trackingmore.com/ "TrackingMore"), whose API addressed the company's pressing challenges.
### Poor Shipment Visibility
Passport's global partnership with couriers meant that keeping track of multiple shipments was a daunting task without a straightforward execution method. With a huge amount of shipment data, Passport's team was often over-burdened, which impacted their ability to quickly respond to WISMO tickets.
### Lagging Behind the Competition
The rapid growth of e-commerce has seen more 3PLs being founded in the last decade. As the industry becomes increasingly competitive, fulfillment companies must innovate to differentiate themselves and meet evolving customer expectations. Passport's team started looking for a reliable and effective tracking solution to help them provide clients with a consistent outstanding post-purchase experience.

![](https://blog.trackingmore.com/wp-content/uploads/2023/09/Passport-order-tracking-solution-by-trackingmore2.png)

### Fragmented Data
Modern successful businesses leverage the data at their disposal to generate insights that guide which business aspects need more focus. Because Passport Shipping was dealing with multiple global carriers, it had a lot of fragmented data that was not benefitting its operations. They needed a tracking solution that would help unify and standardize this data.
## How TrackingMore Helped Passport Shipping
> “In the Autumn of 2018, we formally integrated TrackingMore's tracking API in preparation for increased activity over the holiday season and to streamline package tracking going forward,” Tony Chen, CTO | Passport Shipping.

TrackingMore's impact on Passport Shipping was almost instantaneous, with positive changes witnessed through the partnership.
### 5% Increase in OTD Rates
Shipment visibility was one of the main challenges for Passport Shipping and its clients. Keeping an eye on a myriad of shipments was difficult because of challenges in coordinating multiple international logistical partners.

TrackingMore's supports more than [1100 global carriers](https://www.trackingmore.com/carriers.html "1100 global carriers") and provides end-to-end shipment tracking from a single platform. After integrating TrackingMore into its systems, Passport Shipping's ability to track the performance of various carriers improved significantly. The ability to coordinate multiple carriers from one platform saw a 5% improvement in on-time delivery rates for Passport's clients in the ecommerce industry.

![](https://blog.trackingmore.com/wp-content/uploads/2023/09/Passport-order-tracking-solution-by-trackingmore3.png)

### Problem Resolution Time Reduced By 27%
TrackingMore empowered Passport Shipping's customers to track their shipments and get up-to-the-minute information quickly and conveniently. As shoppers could monitor their packages through various shipment stages, customer support tickets decreased by more than half.

With a 60% reduction in WISMO tickets, the customer support team had fewer issues to address, enabling them to handle customer concerns more efficiently. Precise shipping information also allowed Passport Shipping's team to enhance its problem resolution speed. Agents could quickly look up a shipment, stay ahead of any exceptions, and have answers ready for customers when they ask. Overall, the problem resolution time significantly reduced by 27%.
### 6% Jump In CSAT Scores
Passport's integration of TrackingMore's tracking API provided its customers with reliable and real-time visibility into their shipments. Customers who previously felt anxious about their orders' whereabouts could now easily check them and rest assured they are in the delivery process.

With greater transparency, reliable tracking info, and a fast support response time, Passport's e-commerce customers and, in turn, their end-users, became happier and approving of services offered by Passport. Customer Satisfaction (CSAT) scores saw a nearly 6% jump in the months following Passport Shipping's partnership with TrackingMore.

> “Our clients - leading brands - have an extremely high bar for customer experience. Passport's solution provides a global experience on par with their domestic one.” Rafael Zakinov, CEO | Ruby Has

Passport Shipping Uses TrackingMore to Boost Its Customers’ OTD Rates By 5%

5%

27%

Company Info

Results

5%

27%

Transform Your
Shipment Tracking Today

Passport Shipping Uses TrackingMore to Boost Its Customers’ OTD Rates By 5%

5%

27%

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27%

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