Development of an Automated Customer Service Portal for Logistics and Postal Service Provider

The client’s existing online platform was limited to static information exchange. There was an urgent need to develop a dynamic, feature-rich portal capable of automating parcel handling, online payments, real-time tracking, and customer support functions to meet growing service demands and improve operational efficiency.

A regional logistics and postal service company aiming to enhance customer engagement through an integrated digital portal with scalable service offerings.

• Implement a seamless online parcel mailing process with minimal manual input, enabling users to assign tracking numbers and handle mailing without form submissions.
• Develop a secure and scalable online payment system accessible to multiple regional offices and customer segments.
• Create address verification and prompting features to improve data accuracy during online interactions.
• Enable customers to request courier pickup services via simple request forms.
• Integrate parcel delivery to automated terminals with status tracking and user notifications.
• Allow users to design and order personalized postcards using their own elements.
• Implement SMS notifications to inform customers of delivery statuses in real-time.
• Scale the platform’s capabilities rapidly within a short deployment period to support business growth.

• Parcel mailing automation that eliminates the need for forms, allowing tracking number assignment and handoff options.
• Online payment processing that supports multi-region expansion and secure transactions.
• Address validation and prompting developed in-house to ensure input accuracy and reduce errors.
• Courier request functionality via straightforward forms for pickup and delivery services.
• Delivery to automated parcel terminals with real-time status updates and tracking.
• Custom postcard creation using user-uploaded design elements, ordered directly through the portal.
• SMS notification system for delivery status updates with opt-in capabilities.

• Internal address verification services to validate user-inputted addresses.
• Payment gateways for online transaction processing.
• SMS gateway providers for delivery notifications.
• Parcel tracking and delivery status systems to integrate real-time data.

• High scalability to handle increasing traffic and data volumes with minimal latency.
• System reliability with 99.9% uptime and rapid response times.
• Data security compliance, particularly for payment and personal information.
• Performance optimization to support concurrent user sessions and transactions.

The new portal is expected to significantly improve customer experience by reducing processing times and manual interventions, leading to higher customer satisfaction and retention. Rapid deployment and increased automation will support expanded regional operations, with an anticipated scalability to support growth. The improved functionality aims to boost online transaction volumes and reduce operational costs, delivering measurable business value within the first six months post-launch.