Kenco’s first step was to interview multiple customers to determine how they were handling the chargeback problem. Turns out that every facility was equipped with digital cameras, taking at least 50 pictures per load, according to Kristi Montgomery, Kenco’s vice president of innovation, research and development. All of those images were being downloaded and stored, but it was taking between two and four days of clerical time to retrieve them – provided they were found at all. There was no central image repository, and photos lacked a naming convention by which they could be easily identified. Often the frustrated shipper would have to accept the chargeback, simply because it couldn’t come up with the right image in a timely fashion. Kenco put together focus groups consisting of warehouse employees, in order to garner feedback on what kind of solution was needed. Working with five of its largest customers, including Sealed Air, it came up with a prototype in 9