## Making online makeup foundation buying possible
Founded 51 years ago in New York by Ilana Harkavi, IL MAKIAGE is a first-of-its-kind online cosmetics brand that gains its current fame after a digital relaunch in 2018. The beauty brand previously operated from its physical location but switched to a digital-first approach powered by AI and machine learning after a takeover by Shiran Holtzman-Erel and Oran Holtzman.

The focus of this digital relaunch was to help customers find matching makeup foundations for their skin by comparing them with a database of 700 skin tone combinations.

This relaunch saw IL MAKIAGE’s customer base grow rapidly, and the brand had to ship many orders to different locations while dealing with multiple carriers. In response to customers’ queries regarding the parcels’ delivery status, the brand had to deploy its customer service team to track order status from other carrier websites and relay this information to customers, or redirect customers to the carrier websites, which reduced its chances of engaging with them.

In 2019, the brand sought a solution that could help it track all shipment status data from a single dashboard.

[![IL MAKIAGE's products ](https://blog.trackingmore.com/wp-content/uploads/2023/05/IL.jpg "IL MAKIAGE's products ")](https://blog.trackingmore.com/wp-content/uploads/2023/05/IL.jpg "IL MAKIAGE's products ")

## Looking for the right solution to power its digital transformation
“Our local shipments take between two and ten days to be delivered, and it's 7–14 days for international shipments. We empathized with our customers and started looking for a solution that could help alleviate their post-purchase anxiety.” said Jay Song, Senior Director at IL MAKIAGE.

IL MAKIAGE’s customer service and IT teams deliberated and tested different tracking solutions but chose TrackingMore for its standout features, including:

### Unfailing shipment data accuracy

With so many orders being shipped out via different carriers, IL MAKIAGE needed a solution that allowed it to access real-time updates on each shipment’s status. This would help keep customers informed while waiting for their orders to arrive and reduce their post-purchase anxiety.

TrackingMore’s solution can auto-recognize carriers from the tracking number and the data retrieved is tested by IL MAKIAGE to be timely and accurate, fitting what’s shown on the carrier site.

### A vast carrier network

The digital relaunch in 2018 saw IL MAKIAGE’s customer numbers shoot above the roof, meaning more shipping locations and carrier partners to manage. While looking for a tracking solution, the brand wanted one that could allow it access to a wide carrier network to support its rapid growth and facilitate easy monitoring of their performance.

TrackingMore was integrated with over 1000 carriers globally and could easily add new ones as per the client’s request, making it easier for IL MAKIAGE to enlist new carriers.

### All tracking data in one place

One of the major issues that IL MAKIAGE faced after its digital relaunch was having to follow order status on each carrier’s website individually. This time and labor-intensive process contributed to a bad customer experience because IL MAKIAGE had to redirect customers to other websites. The e-commerce site needed a tracking tool to offer a consolidated dashboard for tracking all carriers conveniently.

TrackingMore presented all orders’ shipment data in one channel, be it stalled, delivered, in transit, etc, helping the brand supervise all orders’ delivery statuses efficiently and simplify the operations.

### A pricing model that supports growth

The cost was another factor that IL MAKIAGE considered when selecting a tracking solution to work with. The brand was looking for a solution with a flexible pricing model that could sustainably support its growth.

TrackingMore’s pricing plan was times cheaper than other suppliers, and was considered as the most cost-effective solution among many suppliers. It could accommodate IL MAKIAGE’s growing needs as well.

[![IL MAKIAGE's integration of TrackingMore's solution](https://blog.trackingmore.com/wp-content/uploads/2023/05/Dji_正文2-1.jpg "IL MAKIAGE's integration of TrackingMore's solution")](https://blog.trackingmore.com/wp-content/uploads/2023/05/Dji_正文2-1.jpg "IL MAKIAGE's integration of TrackingMore's solution")
##IL MAKIAGE’s Supercharged Digital Growth

> “Since the start of our partnership in 2019, TrackingMore has helped us improve the shipment visibility we give our customers, which has led to immense growth in customer satisfaction levels.” said Jay Song, Senior Director at IL MAKIAGE.

By importing its order numbers into TrackingMore in a CSV file per day, IL MAKIAGE could gain a transparent view of all its shipment data that benefited its brand in the following ways:

### More control over carrier selection

Registering on TrackingMore made it easier for IL MAKIAGE to monitor all carriers from a single dashboard and compare their efficiencies to gain insights into which ones were performing best in a certain region. With these insights, IL MAKIAGE could control its carrier selection more keenly.

### Increased positive customer ratings

More IL MAKIAGE customers were pleased with the convenience of getting real-time shipment updates, allowing them to set their expectations right. This improved customer experience is the reason behind the high positive ratings that IL MAKIAGE has on major review sites, including: 4.6 from 67,283 reviews on Trustpilot, and 4.6 on Better Business Bureau from a total of 7356 customer reviews. MAKIAGE is also rated 4.2 on Sitejabber by 3051 satisfied customers.

### Labor costs went down by 34%

TrackingMore’s data import feature allowed IL MAKIAGE to manually add its order numbers to the platform and track all the data from the same screen. Compared to visiting each carrier site individually and monitoring the order status of each shipment, the CSV file import via TrackingMore was much cheaper and more efficient.

> Jay Song, Senior Director at IL MAKIAGE, admitted, “We’ve deployed a leaner team now that we are using TrackingMore and can track all data from one location. This has brought our labor costs down by a massive 34%.”

### 41% enhanced exception handling success

Before signing up for TrackingMore, IL MAKIAGE’s exception handling was slow, which meant incidences like delayed deliveries were not communicated on time and led to a forgettable customer experience.

> Jay Song, Senior Director at IL MAKIAGE, added, “When all the carrier data was scattered, we could not mitigate any issues that arose on time, leading to a bad customer experience. However, our brand’s efficiency in exception handling has now improved by 41% because of TrackingMore.”

IL MAKIAGE Uses TrackingMore to Improve Order Tracking Workflow

34%

41%

Company Info

Results

34%

41%

Optimize your
customer post-purchase journey

IL MAKIAGE Uses TrackingMore to Improve Order Tracking Workflow

34%

41%

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Company Info

Results

34%

41%

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Optimize your customer post-purchase journey

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