Case Study: Snapfish (online photo company) achieves omni-channel insights in minutes, not weeks with Heap (analytics platform)

Snapfish gets omni-channel insights in minutes, not weeks

Snapfish, a long-standing online photo company now part of the Shutterfly family, needed to optimize an omni-channel experience that lets customers start projects on mobile and finish them on the web. Tracking cross-device friction was critical to prevent abandoned projects and lost conversions, but Snapfish’s previous analytics required heavy manual instrumentation and developer time, leaving product teams waiting weeks for answers.

By switching to Heap’s auto-capture, user-based analytics and Live View, Snapfish implemented cross-platform tracking in a single sprint with no dev overhead, set up flows (and app-to-web links) to eliminate friction, and empowered PMs to explore data on the fly. The results: omni-channel insights in minutes instead of weeks—saving roughly six weeks per question and reducing analysis time to about 15 minutes—leading to faster decisions, higher conversions, and better retention.

Snapfish

Heidi Elmishad

Mobile Product Manager