Our Work | Logistics

ABC Shipping Services: We didn’t start with an app. We started with how the business runs.

ABC Shipping Services is a sea and air freight business with operations in Fort Lauderdale and Freeport.

Packages move through receiving, processing, invoicing, customer updates, collections, deliveries and reporting.

Before designing the system, we spent time with the people doing the work.

We followed packages, invoices and drivers from start to finish, including what happened when something didn’t go according to plan.

The design looked right. The warehouse showed us otherwise.

Early in the process, we had a sound design for how packages would be received and grouped for shipping.

Then we watched receiving happen on a real day.

The work happened in a different order than the design assumed.

So we changed the system to follow the way receiving actually works.

The team didn’t have to adjust to the software. The software was built around them.

What changed

Warehouse receivingBefore: Packages logged by hand on arrival.After: Packages scanned in and linked to the customer’s account.
Package processingBefore: Status kept in notes and memory.After: Every package has a current status and history.
Invoicing and billingBefore: Information had to be re-entered during billing.After: Billing information flows from processed packages.
Customer communicationBefore: Staff contacted customers individually with routine updates.After: Customers can receive updates automatically at key points.
CollectionsBefore: Balances had to be followed up manually.After: Balances are visible and reminders can be sent automatically.
Deliveries and driversBefore: Delivery information and proof depended heavily on paper and manual follow-up.After: Drivers follow a defined process and confirm each delivery.
Staff accessBefore: Access was not designed around each person’s role.After: Staff see the information and tools their job requires.
ReportingBefore: Management information had to be pulled together manually.After: Current information is available through management reporting.

One connected system.

The system now connects:

Warehouse receivingPackage processingInvoicing and billingCustomer updatesCollectionsDeliveries and driversStaff access by roleExceptionsManagement reporting

It was tested with the people who use it in their everyday work and continues to improve as the business grows.

Every business works a little differently. That’s why we start by learning how yours does.

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