Since its founding in 2013, Photo Finale's objective has been to provide SMBs in the photography industry with cutting-edge technology that allows their customers to preserve their treasured memories through photos. The company's products, including kiosk software and apps for ordering prints and other creative supplies, websites, and more, have been well received by many SMBs, which saw it grow its presence to 32 countries outside the US by 2019.

As a B2B venture, [Photo Finale](https://www.photofinale.com/ "Photo Finale") is affected by its share market growth and its customers. The company's rapid growth saw cracks start to appear in its legacy system, which became inefficient in ensuring a stellar post-purchase experience for customers and end users. Faced with the threat of becoming obsolete, Photo Finale decided that the summer of 2019 was the perfect time to reinvent its valued customers' post-purchase experience.

## Tracking Woes Cause WISMO Tickets Overload
Tracing its roots to Leesburg, Virginia, everything about Photo Finale was as humble as the hometown the company was founded. Without realizing it, the founders of this company had struck gold with their unique business, which touched a dire need at the core of most people's hearts—preserving their memories vividly.

![photo-finale-end-customers](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/photo-finale-goal-and-end-customers.jpg "photo-finale-end-customers")

In a little more than half a decade, the business had spread its wings to 32 countries outside the US, facilitated by a network of 16 fulfillment partners. Growth means expansion and overhaul of in-house systems, and Photo Finale found itself in that situation by mid-year of 2019.

Its go-to legacy shipment tracking system had proved inefficient, only supporting superficial package tracking where it rendered only the order status, tracking number, and carrier name. In the fast-paced technological landscape that Photo Finale was operating in, this caused unforetold inefficiencies as its customers expanded their businesses.

On its end, Photo Finale had not streamlined operations with its fulfillment partners. The order processing and shipping times were excruciatingly long, which meant customers had to wait an extended time before their orders could start shipping and even longer before they arrived at their destinations.

Customers, especially those who have businesses to run, don't go through hell with shipping time and fail to let you know. Photo Finale learned this the hard way when WISMO tickets kept streaming in from customers who were fed up with their long shipping times.

Factoring in all of the above, it was clear as day that Photo Finale needed to revamp the customer post-purchase experience by overhauling its package tracking system.

![photo-finale-printing-services](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/photo-finale-photo-finishing.jpg "photo-finale-printing-services")
## Looking for A Tailored Tracking Solution to Meet Business and Customer Demands
> "By turning our focus inwards, we noticed that the simplicity and lack of depth of our order statuses were unsatisfactory to our customers' tracking needs. We were almost at a breaking point with WSMO tickets because customers were demanding more information, but the tracking system we had in place was inefficient and could neither meet their needs nor those of their customers. We drew up a list of must-haves in our preferred tracking solution and started vetting our options." Rachel Van Tassel, Vice President Marketing at Photo Finale.

At a meeting of stakeholders, Photo Finale determined that it needed the tracking solution to be tailored to its business demands and those of its customers. Such a solution needed to have the following features:

### Enriched Tracking Data
Photo Finale was looking for a tracking solution that would infuse its entire order tracking system with a more detailed transit history of packages. The company wanted the technology to include timestamps as this would help calm customers' anxieties after purchase since they would know the exact time their orders had passed through a checkpoint, what was happening to it, and its whereabouts.

### Powerful Tracking API
It was also vital for Photo Finale to partner with a tracking solution featuring a robust tracking API that could integrate all customer-facing systems. The API needed to support additional information, such as the logistics channel, to help identify the fulfillment partner handling an order.

Photo Finale was also interested in an API solution with Webhook features to eliminate the need for developers to regularly send more API calls whenever a tracking status was not updating. Last but not least, the API solution should be easily implementable to be operational as soon as possible.

### Carrier Auto Detection
Photo Finale had experienced a challenge before where some of the fulfillment partners failed to fill in the information in the required carrier fields. This scenario made it hard to identify the fulfillment partner handling an order and made issue resolution more complex. As such, a tracking solution that came with carrier auto-detection was at the top of Photo Finale's list.

### Shipment Analytics
This photo kiosk technology provider also wanted to enrich its data department. On the list of requirements for a shipment tracking solution, Photo Finale included shipment analytics as a must-have, as it would help the company keep track of the performances of its fulfillment partners and provide them with actionable insights. Photo Finale also wanted the flexibility to export detailed tracking reports as CSV files.

On 21st July 2019, Photo Finale officially registered for a TrackingMore account and upgraded to a paid subscription on the same day.

![photo-finale-tracking](https://www.trackingmore.com/blog/wp-content/uploads/2024/04/photo-finale-order-tracking.jpg "photo-finale-tracking")
## The Numbers Show the Full Picture of Transformation
Photo Finale's business has been transformed since partnering with TrackingMore. The numbers tell a story of success that continues to be written.

### 65% Reduction in WISMO Tickets
After implementing TrackingMore, Photo Finale was able to enhance shipment visibility for its customers by providing end-to-end shipment tracking and timely updates. Customers were kept in the loop which helped to drastically reduce the volume of WISMO tickets that the Photo Finale customer support team previously had to contend with.

### 23% Higher Customer Satisfaction Score
> "With the help of TrackingMore, we've improved the tracking experience for our customers, providing them with much-needed peace of mind. Customer satisfaction scores have gone up by 23%, which gives us confidence that we can now focus on getting and serving more customers as we take advantage of the projected growth of the photo kiosk industry in the future. TrackingMore remains our trusted partner all the way." Jason Pareti, CTO at Photo Finale.

### 32% Faster Shipping
Photo Finale has also managed to streamline operations with its fulfillment partners and improve their carrier mixes. The result is that most carrier partners can now complete deliveries with the US, Great Britain, and Canada in 1-6 days, representing a 32% improvement in overall shipping speed.

Photo Finale Reinvented Tracking Experiences with TrackingMore

23%

65%

Company Info

Results

23%

65%

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Shipment Tracking Today

Photo Finale Reinvented Tracking Experiences with TrackingMore

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Company Info

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65%

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