## Enabling High Growth Brands Automate Order Fulfillment
In the world of online shopping, a reliable 3PL is a must-have for brands looking to widen their market reach, enhance customer satisfaction, and keep operating costs low. [Rush Order](https://rushorder.com/ "Rush Order")’s business objective is to help brands actualize this without stretching their in-house resources.

Rush Order has a long history dating back more than three decades. In that time, it has done well to improve its service offerings to attract more brands and spur their growth. Some of the services that Rush Order clients outsource to the company include order processing and fulfillment, inventory management, shipping and logistics, returns and exchanges, and customer service.

[![Rush Order-order-tracking-solution-by-trackingmore1](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore1.jpg "Rush Order-order-tracking-solution-by-trackingmore1")](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore1.jpg "Rush Order-order-tracking-solution-by-trackingmore1")

While Rush Order has witnessed tremendous growth since the turn of the century due to e-commerce booming, it has not been smooth sailing. As thousands of packages passed through Rush Order’s fulfillment network, undelivered parcels and shipment exceptions became an Achilles heel for the brand.

Rush Order’s management team started thinking about partnering with a shipment tracking solution as their “Where Is My Order?” (WISMO) tickets started to rise. Some clients also became skeptical of Rush Order’s ability to live up to the promises it made to help them transform their order fulfillment and customer experience.
> “We pride ourselves on having the best order fulfillment processes that enhance the CX for high-growth brands. Increased cases of shipment exceptions threatened to hurt our brand’s reputation,” explained Anthony Ramirez, CX Director at Rush Order.

## The Search That Changed It All
> “In our comprehensive digital research, our development team evaluated several platforms that asserted their proficiency in addressing delivery exceptions and undelivered parcel challenges. TrackingMore emerged as the premier solution, because of its robust features and a proven track record of enhancing shipment visibility for prestigious brands,” said Anthony Ramirez, CX Director at Rush Order.

TrackingMore offered Rush Order several benefits it previously lacked including the following.

Highly Stable API - TrackingMore’s [tracking API](https://www.trackingmore.com/tracking-api "tracking API") has an uptime of 99.9% ensuring reliable and consistent real-time visibility into shipments for Rush Order’s clients.

Integration With 1100+ Couriers - TrackingMore supports more than 1100 global carriers which included almost all of the logistics partners that Rush Order already worked with.

Automated Notifications - One of the standout features that Rush Order found invaluable to their goals of reducing shipment exceptions was TrackingMore’s automated SMS and [email notifications](https://www.trackingmore.com/features/shipment-notification "email notifications"), which allowed the company to stay updated on any exceptions and act swiftly to resolve them.

Centralized Dashboard - A centralized dashboard displaying all shipment tracking information in a unified data format ensured the Rush Order team no longer had to deal with fragmented package tracking information from different couriers.

[![Rush Order-order-tracking-solution-by-trackingmore2](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore2.jpg "Rush Order-order-tracking-solution-by-trackingmore2")](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore2.jpg "Rush Order-order-tracking-solution-by-trackingmore2")

## TrackingMore’s Impact on Rush Order’s Operations
Rush Order started using TrackingMore as its official tracking partner on February 7, 2019. Ever since, Rush Order has witnessed significant improvements in its exception handling among other positive changes.
### 4x Faster Shipment Exception Handling
An excruciatingly long issue resolution process was the most prominent of the challenges that Rush Order was facing before it started using TrackingMore. Rush Order’s team took an average of 48 hours to identify an exception, resolve it and communicate with the recipient expecting their package.

This exception handling time is now four times faster and takes only 12 hours from identification to resolution. When any exception is identified, TrackingMore automatically notifies the Rush Order team and they can act quickly to get to its root, ensuring better customer expectations and experience.
### Reduction in Undelivered Parcel Rate to Below 1%
Rush Order’s quest to be the most reliable 3PL company in the industry was greatly hampered by its undelivered parcel rate which stood at nearly 3% before February 2019. This was significantly above the industry average of around 1% meaning more customer complaints and general dissatisfaction with the service.

With TrackingMore’s end-to-end shipment visibility, Rush Order gained highly valuable insights into the performance of its courier partners and shipment routes. Using these insights, Rush Order optimized its delivery routes and could better vet its logistics partners, leading to a significant drop in the number of undelivered parcels below 1%.
### 75% Reduction in WISMO Tickets
Undelivered parcels and increased shipment exceptions meant that delivering on time was not always the case with Rush Order. Customer inquiries trickled in at an alarming rate with many asking about the whereabouts of their orders. This situation stretched Rush Order’s support team leading to a negative customer experience.

Post 2019, after TrackingMore came into the picture, WISMO tickets were reduced by nearly 75% from an average of 200 daily to less than 50 tickets. The human resource it took to respond to each ticket was also reduced, allowing the Rush Order support team to attend to more pressing customer issues.
### Boost in Client Retention Rate to 85%
Being in a competitive 3PL industry meant that Rush Order always needed to develop innovative ways of retaining customers. However, the lack of an efficient tracking solution impeded an ideal customer experience which resulted in many choosing Rush Order’s competitors.

Through the integration of TrackingMore with Rush Order's systems, there was a substantial enhancement in customer service and shipment visibility. As a result, on-time deliveries surged, leading to heightened customer satisfaction. This eventually resulted in a remarkable rise in the customer retention rate, reaching an impressive 85%.
> “When signing up to TrackingMore, we didn’t expect the impact on our fulfillment processes. Looking back, it was the right call,” added Anthony Ramirez, CX Director at Rush Order.

[![Rush Order-order-tracking-solution-by-trackingmore3](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore3.jpg "Rush Order-order-tracking-solution-by-trackingmore3")](https://blog.trackingmore.com/wp-content/uploads/2023/08/Rush-Order-order-tracking-solution-by-trackingmore3.jpg "Rush Order-order-tracking-solution-by-trackingmore3")

Rush Order Uses TrackingMore to Improve Exception Handling Time 4X

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