Cutting “where is my order?” tickets by a third

Fieldcraft was shipping around 9,000 orders a month across four carriers, each with its own tracking page and its own idea of what “in transit” means.

Customers could not tell which carrier had their parcel, so they emailed support instead. Roughly one in three tickets was somebody asking where their order was — a question the company could rarely answer quickly, because answering it meant an agent logging into a carrier portal by hand.

We consolidated their domestic volume onto a single Meridian Standard service, so every parcel produced scans in the same format on the same timeline.

Their engineering team dropped the embeddable tracking widget onto the order confirmation page and into the post-purchase email. It took an afternoon: one iframe and a height listener.

Support agents were given read access to the operator console, which meant answering a location question became a search rather than four portal logins.

Support ticket volume fell 34% within two months, and the residual “where is it” tickets were almost entirely genuine exceptions rather than routine curiosity.

Because the widget shows an honest estimate with the last confirmed scan underneath, customers stopped chasing parcels that were simply still moving.