Parcel delivery company
transforms customer
experience

Being the leading provider of parcel delivery services in Europe, the company operates a unique, high-capacity transport network with more than 500 depots in more than 30 countries.

The client was looking to evolve their customer experience by introducing a more flexible and simpler, technology-driven approach to parcel delivery.

CHALLENGES

Wishing to set a new standard of excellence in parcel delivery, the company faced several challenges

  • The legacy web infrastructure didn’t allow for the support of a high-capacity, growing shipment network across the UK, limiting the company’s ability to expand.

  • The user interface for shipping an order was complicated, impacting the checkout completion rate and repeat purchase rate.

  • Employee productivity was limited by the necessity to process the data manually, resulting in significant routine operating expenses.

The company asked us to do just that – transform the way customers interact with their system.

REVIEW

“We wanted to enhance our shipping solutions by migrating our desktop-based platform and its users to a new web application.”

SOLUTION

We structured the project into 3 key phases

1

Solution Discovery &

Transformation Plan

Business Processes

Analysis

IT Infrastructure Review

Business Objectives

Definition & Prioritization

2

Solution Design and

Deployment

Solution’s Internal

Architecture

Definition of User Stories

Sprint 1
Sprint 2
Sprint 3
Pilot group 1
Pilot group 2
Pilot group 3
Pilot group 4

Delivery

3

(Ongoing)

A Digitally Ready Enterprise

Ongoing support to facilitate continuous business growth and an innovative, data-driven vision of the enterprise.

Only 4 months to design and launch a new user journey, and our team

  • Built a new scalable, cloud-based infrastructure which brought up new opportunities for expansion with greater network agility.

  • Designed a personal customer application to make the entire shipping process easier, allowing users to track and rearrange deliveries, save personal shipping preferences for future orders, and much more.

  • Implemented automated data processing, resulting in a significant increase in employee productivity.

Digital Warehousing System

Through Big Data, Process Automation and IoT, the client’s warehousing legacy system was modernized and is now able to rapidly evolve in the face of disruptive new technologies.

Customer
self-service

The applications features included a customer admin panel, the ability to create shipments, and print labels. The system also enables managers to view data collected from the WMS (warehouse management systems) as well as from material handling equipment, and match it against order records.

Smart customs
clearance

The system automatically generates an International Electronic Invoice which includes all the necessary information based on the law of the state-recipient. It is possible to print all product info for international orders on relevant customs forms, including CN22 forms for items being exported from the EU. Thus, the customs check of the goods is running much faster.

AI-based
Customer Care

The customer support manager receives a request from the user, and by using tags, the system automatically retrieves the relevant answer based on the FAQ information.

Route & freight
optimization

AI technology integrated into delivery modules optimized routes based on environmental, traffic, and vehicle/staff availability data, reducing the last mile costs, fuel consumption, and carbon dioxide emissions.

REVIEW

“They’re very responsive and knowledgeable. We were happy with the team’s commitment to deliver quality results.”

After 6 months, the key metrics demonstrated how effectively the digital transformation had modernized the client’s business

Client
satisfaction

62%
Before
86%
After

+%

End-user complaints about application usability

40%
Before
14%
After

%

Speed of creating
a new order (sec)

120%
Before
3%
After

x

IMPACT IN A YEAR

2nd

fastest parcel delivery provider in Europe

75%

Time savings for the front, middle, and back-office

10+

million users with better service

Success Stories

Whether you are looking to modernize your legacy systems or to entirely transform your business by exploiting advances in technology, we are your one-stop shop in agile digital transformation.

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