How to reduce “Where is my order?” enquiries and enhance customer experience? 

The power of real-time tracking: why is it a game changer? 

Real-time shipment tracking transforms the post-purchase experience by delivering full visibility into the order lifecycle. Customers gain instant access to accurate, real-time information on their shipments, from dispatch to final delivery. This heightened transparency alleviates common frustrations related to uncertainty and waiting. 

When customers no longer need to ask “Where is my order?”, businesses experience a tangible reduction in inbound enquiries. The freed-up capacity enables customer service teams to address higher-value tasks, such as handling exceptions and resolving complex issues. 

Additionally, proactive updates foster trust, positioning your brand as reliable and customer-centric. 

Key benefits of real-time tracking: 

• Reduces WISMO enquiries by providing instant, automated updates at every delivery stage. 
• Enhances customer satisfaction by offering visibility and control. 
• Optimises support operations by reducing repetitive enquiries and enabling focus on escalated cases. 
• Strengthens brand loyalty through consistent, proactive communication. 

Real-time tracking in action: boost profits and win customers loyalty 

When real-time tracking becomes part of your customer experience strategy, the effects go far beyond reducing enquiries. It delivers measurable business outcomes, shaping both cost structures and customer perceptions. 

Tangible benefits for your organisation: 

• Lower operational costs: automating delivery updates can lead to significant savings. Companies utilising automated customer communications reduce service-related costs by up to 30%. This allows businesses to reinvest in more strategic initiatives. 
• Boost in customer loyalty and trust: transparent, proactive communication builds stronger relationships. Brands offering real-time shipment updates enjoy an average 16% higher Net Promoter Score (NPS) compared to competitors. 
• Minimised disputes and friction: by clearly communicating delivery statuses and milestones, companies see a marked reduction in customer complaints and unjustified claims. This not only decreases resolution costs but also shortens return and refund cycles, resulting in happier, more loyal customers. 

Hypothetical case study: how a mid-sized retailer achieved breakthrough results 

The following case study is fictional and designed to illustrate best practices and potential outcomes. 

A mid-sized European electronics retailer decided to overhaul its post-purchase communication process by implementing a comprehensive real-time shipment tracking system. The project was executed in three critical phases: 

1. Full Carrier Network Integration: the retailer integrated its order management system with 10 national and international carriers, providing end-to-end shipment visibility from warehouse dispatch to customer delivery. 
2. Multi-Channel Automated Notifications: customers were given the flexibility to choose between SMS, email, and in-app notifications. Automated messages were sent at key delivery milestones: order confirmation, dispatch, in-transit, out-for-delivery, and delivery confirmation. 
3. Exception & Delay Management Module: the company implemented real-time alerts for failed delivery attempts, transit delays, and incomplete addresses. Customers were empowered to take corrective action (e.g., reschedule delivery) through self-service portals. 

Results (6 months after implementation): 

• 38% reduction in WISMO-related enquiries to customer service. 
• Operational savings of 20% due to reduced contact volumes. 
• Over 65% customer opt-in rate for proactive delivery notifications. 
• CSAT improvement by 15%, with customers highlighting communication transparency as a key driver. 

This hypothetical scenario demonstrates how thoughtful implementation of real-time tracking combined with automated, personalized customer communication can deliver measurable improvements in both efficiency and customer satisfaction. 

3 essential steps to implement real-time tracking 

1. Integrate with major carriers – ensure seamless data flow by connecting your platform with key domestic and international logistics partners. 
2. Enable omnichannel communication – offer customers flexibility to receive notifications via their preferred channels, including SMS, email, push notifications, or a web portal. 
3. Set up proactive alerts – automate status updates and alerts, covering key milestones such as order confirmation, dispatch, delivery, and potential delays, to create a transparent and reassuring customer journey. 

A strategic advantage for modern e-commerce 

Real-time tracking helps reduce the volume of customer service enquiries, enhances operational efficiency, and improves customer satisfaction. Automating delivery communications drives both internal cost savings and better customer experiences. 

Moreover, deploying such a system doesn’t have to be complex or time-consuming. Alsendo Innoship offers ready-made integrations with major carriers and automates customer notifications—without the need to develop proprietary IT tools. This enables businesses to launch real-time tracking quickly and see tangible results in a short time. 

Benefits of implementing Alsendo Innoship: 

• Seamless integration with leading carriers, 
• Automated customer notifications without overloading your IT team, 
• Omnichannel communication with customers, 
• Reduction in customer service enquiries, 
• Improved customer experience (CX) and increased loyalty, 
• Rapid deployment without lengthy implementation projects. 

In a market where speed and transparency are critical, real-time tracking becomes an essential element of competitive advantage. Leverage this solution today to stay ahead of the competition. 

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Sources:

1. https://camunda.com/blog/2024/06/the-roi-of-automation-understanding-the-impact-on-your-business
2. https://www.mckinsey.com/~/media/McKinsey/Industries/Healthcare%20Systems%20and%20Services/Our%20Insights/Automation%20at%20scale%20The%20benefits%20for%20payers/Automation-at-scale-The-benefits-for-payers.pdf
3. https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
4. https://bip.pcz.pl/plik%2C2361%2Crozprawa-doktorska.pdf

Krystian Palica
Partnership & Enterprise Development Manager

For years, he has been combining technology with logistics – today at Alsendo he is developing the Business Pro service and shaping the product strategy in the B2B segment. Previously, he spent over eight years as part of the OVHcloud team, and also gained experience at Atman, GTS Poland, and T-Mobile. He values projects where technology becomes an ally of business and automation provides real support for people.