Passport Global
Headquarters
San Francisco, California, USA
Industry
E-commerce logistics
Company size
100+
Founded
2017
Founding raised
Series B
Teams using Querio
Customer Success, Operations, Product, Finance, Leadership — plus merchant-facing deployment to 1,000+ brand customers
Deployment
App & Embedded
Querio customer since
2025
00--ABOUT
Passport is an international shipping carrier and compliance platform built for DTC e-commerce brands. Brands plug Passport into their Shopify, WooCommerce, or BigCommerce store and Passport orchestrates pricing, duties, taxes, customs, insurance, and delivery across 220+ markets.
01--PROBLEM
Passport sits in the middle of a complicated triangle — merchants, carriers, fulfillment partners — which means every "simple" question ("what did we bill Dolls Kill for shipping + duties into Canada last year?", "which brands have Shopify Plus?", "explain Nasty Pig's custom rate logic") touches multiple data sources. Before Querio, those questions funneled through a small data team. Customer Success couldn't self-serve, the Operations team couldn't answer merchant escalations on the spot, and Passport's own product couldn't expose data to merchants without building a whole reporting surface in-house. Tableau dashboards existed but were rigid: filter by country, and that's about it. The moment anyone wanted to slice by brand, category, or rate rule, the request went back into the queue.
"Every merchant question felt like a research project. We had the data in Snowflake; we just couldn't get to it fast enough to do right by the customer."
CS leadership
02--SOLUTION
Querio connected directly to Passport's Snowflake warehouse and exposed three clean data surfaces in a single interface: Shipping (the general_dataset table with all billed shipments, duties, deminimis), E-Commerce (Shopify/BigCommerce/WooCommerce integration state, plan tiers, feature flags), and Rate Filter (custom rate logic per merchant, 3PL markups, brand markups). Internal teams — CS, Ops, Product, Finance — now ask Querio in natural language and get an answer grounded in live data. On top of the internal rollout, Passport took it one step further: they embedded Querio into the Passport Portal as "AI Chat," so merchants themselves can ask shipment questions in Passport's own UI. Agent rules keep answers framed in Passport's voice (no leaking carrier names, exceptions shown as a % of total volume, etc.) and a v2 API lets the product team wrap Querio in Passport-native UX.
"We built our AI Chat feature for merchants on top of Querio. It would have taken us a year to build a reporting and analytics product from scratch — Querio gave us one in weeks."
Product leadership
03--RESULT
Internally, Querio is the default way Passport's 100+ team answers shipping, e-commerce, and rate-filter questions. Externally, AI Chat is live in the merchant-facing Passport Portal, giving 1,000+ brands a data experience Passport didn't have to build themselves. The commercial structure reflects how seriously Passport is taking both sides: a $20K annual deal covering embedded ($12K) and the Querio app ($8K), with a 5,000-prompts/month soft limit — meaning real usage, not just logins. Tableau is still there for the heavy historical dashboards, but the day-to-day analytical surface has shifted to Querio.
"Querio isn't just a tool for our team anymore — it's a feature we ship to our merchants."
Executive sponsor
