The financial repercussions of the COVID-19 pandemic continue to be felt in the business world nearly half a decade later. SMBs faced their worst crisis during this time, with many forced to compensate their employees due to lockdowns and supply chain disruptions in their operations. Noting this, the IRS introduced the Employee Retention Credit (ERC) to help these small businesses recoup some of these costs.

[Innovation Refunds](https://www.innovationrefunds.com/ "Innovation Refunds"), a consulting company that works with independent tax attorneys to help small businesses with taxes and government incentives, stepped in to help these SMBs amid the COVID-19 crisis. With Innovation Refunds's advice, many businesses managed to process ERC claims.

More SMBs chose to work with Innovation Refunds to help with other tax and government incentive issues. With more applications streaming in, the company's operations were impacted, forcing it to seek the services of a tracking services provider to monitor parcels with crucial business documents.

![innovation-refunds-empowerment](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/innovation-refunds-empowerment-1.jpg "innovation-refunds-empowerment")

## Employee Downsizing Coincides with Applications Surge
As a tax consulting firm, Innovation Refunds was at the forefront of helping many SMBs make ERC claims. After the government put a temporary halt on ERC applications, businesses still sought Innovation Refunds to help them with other tax, accounting, and government incentive matters.

2023 was a particularly busy year for Innovation Refunds, with the close of the year witnessing a spike in the number of clients seeking the company's services. Applications peaked in December 2023.

The IRS's temporary halt of ERC claims had forced Innovation Refunds to downscale its workforce, leading to a staff shortage. As customer inquiries about its other services kept streaming in, the company became overwhelmed by the thousands of emails it received daily and an overloaded hotline.

To help businesses with their tax and accounting problems, Innovation Refunds needed to collaborate with different independent tax and accounting experts and exchange documents with them. However, as the applications surged in December, the lack of a tracking solution made it hard to track all parcels containing documents for tax filing and ensure they arrived at their destination and that those that needed to be sent back arrived on time.

Innovation Refunds sought a quick solution, and the vetting process began immediately.

![innovation-refunds-smb-customer](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/innovation-refunds-smb-customer-1.jpg "innovation-refunds-smb-customer")

## In Search of a Tracking Solution for Immediate and Future Needs
> "So many businesses needed help with their taxes and sought our services, which led to a backlog of applications. Keeping track of all documents as they moved between our offices and our tax and accounting partners became a challenge. We needed to find a tracking solution that would address the problem immediately. TrackingMore stood out among our options, for it had all the features we were looking for. We registered an account on the platform and upgraded to a paid subscription on the same day." Corey Bailey, Data Management Director.

Innovation Refunds was impressed by TrackingMore's features, which satisfied the demands the company had, including the following:

### Automated Parcel Tracking
Innovation Refunds was looking for a tracking solution that would automatically monitor the delivery status of the documents they exchanged with tax consultants. The goal was to develop a system for knowing when to expect documents so Innovation Refunds could increase the processing efficiency.

### CSV Import and Export
The company also had a temporary but urgent need to be able to import parcel tracking numbers and couriers via CSV. At the same time, Innovation Refunds also wanted an option to export tracking information and use shipment statuses to notify its customers and the tax attorneys it partners with.

### Tracking API and Webhooks
It was also important for Innovation Refunds to integrate tracking data into its business system to eliminate the manual process involved in checking the status of expected and delivered parcels. Eliminating the need for developers to send API calls each time a tracking status did not update was also something Innovation Refunds hoped to achieve in the future. For this reason, the company wanted a tracking solution with an API and Webhook notifications.

![innovation-refunds-order-tracking](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/innovation-refunds-order-tracking.jpg "innovation-refunds-order-tracking")
## Parcel Tracking Enhances Customers' Peace of Mind
The outcome of Innovation Refunds and TrackingMore's partnership influenced significant changes in customer experience metrics. These changes included:

### 78% Fewer Order Inquiries
> "The biggest change we noted almost immediately was a drastic reduction in the number of order processing status inquiries. The proactive notifications we sent to our customers and tax experts helped to lower the number of inquiries our customer support team received. In the future, we intend to introduce end-to-end tracking into our systems through TrackingMore's tracking API and webhooks. We anticipate this will help enhance transparency and win the trust of our customers and partners." Corey Bailey, Data Management Director.

### Assisted 50K+ Applicants
Innovation Refunds' document processing efficiency improved significantly. This helped the company collaborate with tax experts more quickly and assist businesses in submitting their tax refund applications. Even with a huge backlog of applications, Innovation Refunds assisted more than 50,000 businesses in applying for tax refunds in December 2023.

### 18% Increase in CSAT
Once Innovation Refunds introduced parcel tracking,  inquiries went down as more SMBs were able to track their tax refund processing status in real time through the company. Overall, more customers expressed their satisfaction with Innovation Refunds, which resulted in an 18% boost in their CSAT.

TrackingMore Helps Innovation Refunds with 50K+ Applications

78%

18%

Company Info

Results

78%

18%

Transform Your
Shipment Tracking Today

TrackingMore Helps Innovation Refunds with 50K+ Applications

78%

18%

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Results

78%

18%

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