Overview: PostHero Dashboard

PostHero is a powerful post-shipment dashboard and data visualization tool. It gives you complete visibility and actionable insights into your fulfillment process after a package leaves the warehouse, all the way through to final delivery; allowing businesses to move from reacting to shipping issues to proactively managing and optimizing their entire delivery process.

Key Benefits of Using PostHero:

PostHero helps you analyze shipping performance and address potential issues, giving you the tools you need to truly understand your fulfillment process.

• Full Delivery Visibility: Track all outgoing orders within the United States from shipment to final delivery across supported carriers in one unified dashboard.
• Optimize Carrier Strategy: Compare carrier performance and average transit times to identify cost savings and efficiency improvements.
• Proactive Issue Resolution: Quickly find and act on problematic orders (stuck, lost, or delayed) to address customer issues before they become major complaints.

PostHero must be enabled on your account to use. Please contact support@shiphero.com for assistance. 

Note for 3PLs: Enabling PostHero for your 3PL account does not automatically enable it for your clients, meaning you can track your metrics without your clients micromanaging your processes. For 3PL clients to access PostHero it must be enabled at the client account level. When requesting this tool be enabled for your clients please provide the Support team with the clients Account ID; found on the 3PL Customers page.

In this article we cover:

How to use the PostHero Dashboard

• Dashboard Data & Filters
• Visualizing Delivery Performance by State
• Identifying and Managing Problematic Orders
• Receiving PostHero Summaries via Email

Making the Most of your Dashboard

• Connecting PostHero Data to Operations
• Analyzing Carrier Metrics
• Optimizing the "Ready to Shipped" Metric

How to Use the PostHero Dashboard

You can access PostHero directly from the Shipping UI navigation bar or by following the designated link. The dashboard provides dynamic, real-time data analysis and updates hourly (between 11 AM and 11 PM EST).

Dashboard Data & Filters

You can easily filter your view by store, date range, carrier, warehouse, and state to isolate performance metrics.

• Supported Carriers: PostHero currently supports: UPS, USPS, DHL, FedEx, Endicia, Veho, Uniuni, and Shippo.
• Geographic Scope (Limitation): At this time, PostHero only supports orders shipped within the contiguous United States (excluding Hawaii and Alaska). International orders are not yet supported.
• Multi-Package Shipments (Limitation): Only the oldest tracking number on a multi-package order will be included in the PostHero reporting.

Visualizing Delivery Performance by State

The map view uses color-coding to quickly gauge regional delivery performance based on the average time from order creation to delivery in business days:

*What is a business day? We define business days as Monday through Saturday, with no hour restriction.

Identifying and Managing Problematic Orders

PostHero is built to highlight issues that require your attention, helping you manage customer expectations proactively.

Solving an Issue with Manual Resolution 

If a customer confirms they received a "stuck" package, you can manually resolve the issue by clicking the checkmark next to the order listing. The order will be removed from the list after the next hourly system refresh.

Receiving PostHero Summaries via Email

Set up automated PostHero summary emails that ShipHero will send at the desired frequency: daily, weekly, monthly, or disabled (never). These emails will summarize data from all shipments since your last email was sent. For example, if you select monthly emails you will receive one email per month containing statistics for the last 30 days.

The email will include a summary of your average dispatch time, average delivery time, and transit times by carrier.

Sample email summary:

Making the Most of your PostHero Dashboard

As mentioned above, the PostHero dashboard is a tool that you can use to identify gaps in your processes to move towards a proactive approach for problem solving as opposed to a reactive solution. In this section we will cover how to use some of the metrics available and how to use them to your benefit. 

Connecting PostHero Data to Operations

PostHero acts as the reporting layer on top of your entire ShipHero platform, ensuring data leads to action.

• Closing the Fulfillment Loop: If PostHero flags a problematic order, you can immediately click "Open Order in ShipHero Dashboard." This instantly links to the original order record in your WMS, allowing your team to process a reshipment or customer credit without delay.
• Proactive Customer Service: By identifying Delayed and Lost orders, your support team can reach out to customers before the customer contacts you, significantly improving the service experience. Automate this this process further using Klaviyo.
• Data-Driven System Changes: Insights from PostHero directly inform changes in other ShipHero features. For example, poor regional carrier performance identified in PostHero can lead to updating your WMS's Carrier Rate Shopping rules to route future orders to a better-performing carrier.

Analyzing Carrier Metrics

By filtering the dashboard by a specific carrier, you can review metrics based on your actual order volume:

• Average Delivery Time: Use this to compare carriers and ensure you're meeting your promised delivery SLAs.
• Problematic Orders: Filter by carrier to see which partner is generating the most issues, helping you decide where to reduce volume or switch partners.

Optimizing the "Ready to Shipped" Metric

This metric measures the time between when an order is received and when it is physically shipped. If your timeline is Red (average is over 1 business day), you should focus on internal improvements: