Client results · logistics
A cross-border parcel logistics operator came to us with a website and almost nothing behind it. Six months later the same team was serving nearly four times as many customers.
300 → 1,150+
Registered customers
10
Manual processes rebuilt
~150
Reviewed leads per week
0
Extra operations staff
The situation
The operator gives businesses and consumers in one jurisdiction a delivery address in a neighbouring one, receives their parcels, and holds them for collection. It is a simple, high-volume service. All of the commercial value is in how smoothly the operation runs.
It was running entirely by hand. Enquiries were read and answered one at a time. Customer details were retyped into a spreadsheet. A member of staff worked out each customer's reference and emailed it to them. Somebody noticed a parcel had arrived and wrote to tell the customer. Invoices were assembled per transaction. And the only way to know how the business was doing was to count rows.
None of this was anyone's fault. It is what every growing operation looks like just before it stops scaling.
What that cost them
What we built
Nothing was switched off and rebuilt. Each layer went live alongside the existing process, was verified, and then took over.
01
Front door
The website now feeds a registration flow that creates the customer record and issues a unique reference automatically. A customer can register and start shipping the same minute, with nobody in the loop.
02
Source of truth
One source of truth for customers, parcels and transactions, with a staff application covering the working day. Historical data was cleaned and migrated in staged batches.
03
Outbound
Despatch, arrival and collection notices are generated from events recorded in the system. The customer is told before they think to ask — which is what makes the inbound question disappear rather than simply move somewhere else.
04
Counter
Arrivals and collections are processed against the customer reference or a QR scan with on-screen confirmation. Matching a parcel to a person stopped being a judgement call at a busy counter.
05
Money
Branded documents generated from the transaction record, with VAT handled correctly including zero-rated lines. Totals are entered as the customer sees them and the system derives the rest.
06
Intelligence
A voice-enabled assistant that answers questions about the business in plain English, computed from the live database. The assistant interprets the question; the application produces the number. The model has no mechanism by which it can invent one.
See it running
07
Continuity
Staff report an issue from inside the application. Priority is derived from two plain-English questions rather than asking non-technical staff to rank severity. Each report becomes a referenced ticket with a working-day due date.
08
Pipeline
An end-to-end pipeline from sourcing through enrichment and fit scoring to human review and paced, compliant sending. Around 150 reviewed leads a week, every one confirmed by a person before it goes.
09
Pipeline
Draft posts screened automatically against a restricted-phrase list before any person sees them, then approved in two stages. On a cross-border service, wording around customs and duty carries real exposure; the check enforces it rather than relying on someone remembering.
10
The payoff
A daily record consolidating operations, outreach and advertising performance into one dated row, so trends are visible without anybody building a report.
What changed
Read the table as
We describe the growth as running alongside the systems work rather than being caused by it. What we can evidence is this: the work that would have required more people no longer exists.
Figures verified against live data on 15 September 2026
Is this you?
The specifics were parcels. The pattern was not. If enquiries are answered one at a time, if customer details live in more than one place, if documents are assembled by hand, or if the only way to know how the month is going is to count something — the same approach applies.
Hospitality
Recipe costing, purchasing and prep, connected so a change in one cascades through the rest.
Trades and construction
Quotes, scheduling and supplier documents, out of the inbox and into a system.
Professional services
Lead generation, proposals and client reporting, produced rather than assembled.
