Parcel delivery company transforms
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.
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.
“We wanted to enhance our shipping solutions by migrating our desktop-based platform and its users to a new web application.”
PMO at Parcel delivery company
We structured the project into 3 key phases
Solution Discovery &
IT Infrastructure Review
Definition & Prioritization
Solution Design and
Definition of User Stories
Pilot group 1
Pilot group 2
Pilot group 3
Pilot group 4
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.
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.
“They’re very responsive and knowledgeable. We were happy with the team’s commitment to deliver quality results.”
PMO at Parcel delivery company
After 6 months, the key metrics demonstrated
how effectively the digital transformation had modernized the client’s business
End-user complaints about application usability
Speed of creating a new order (sec)
IMPACT IN A YEAR
fastest parcel delivery provider in Europe
Time savings for the front, middle, and back-office
million users with better service
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.