The challenge
Growing parcel volumes placed pressure on customs workflows that relied on email communication. Customers waited longer for release information, and teams spent more effort resolving questions and complaints.
OUTSYSTEMS IN ACTION / LOGISTICS & TRANSPORTATION
How a postal provider reduced average customs processing from eight weeks to four
A clear next action can matter as much as a clearer status. Explore how this postal provider connected customer communication and customs workflow, and what its reported timing measures actually describe.
RESULTS REPORTED IN THE SOURCE
8 → 4 weeks
average customs processing duration in the detailed source results
3
months to build the customs website
4
developers on the website delivery team
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
Four developers built an OutSystems customs website in three months, embedding it in the existing portal. Registered communication and traceable process information connected customer interactions to the clearance workflow.
The outcome
The detailed source results report average processing falling from eight weeks to four. A separate no-issues cohort went from four weeks to two business days; these different measures should not be blended into one percentage reduction.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make the next required action visible to the customer.
A customs workflow needs more than a status label if documents or decisions are still outstanding. Define which information the customer can provide and how exceptions reach the responsible team. OutSystems specialists can help connect those interactions to a traceable operational record.
02
Measure routine cases and exceptions separately.
An average process duration can hide important differences between straightforward cases and those requiring additional work. Agree the cohorts and timing boundaries before reporting improvement. That helps the delivery team prioritize the next workflow change without overstating what the portal alone controls.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.