Progressive Web Application improved customer experience and speed to market for a global logistics provider

Client Overview

The client is a global leader in the logistics industry with an annual revenue of $27 Bn. They specialize in courier, package delivery, and express mail services in a worldwide network of  220+ countries and 500+ airports. For over 50 years, they have delivered more than 1.8 billion parcels yearly—servicing 2.7 million business and private customers.

Summary

The client‘s digital transformation journey started in the beginning of 2022 with a goal to update and modernize its logistics and supply chain solutions for clients. As a part of the strategy, they partnered with LTM to build a Progressive Web Application (PWA) for the client’s global customer base located in 130+ countries, supporting 44+ languages.

The newly constructed PWA, that can be easily accessed from any device such as mobile, tablet apps, mobile web browsers, desktops, etc., helped the client increase enrollment channels for new customers (individuals, small business owners, etc.) The new accessibility features encouraged the current customers to continue their business relationship with the client for their international courier and shipping needs.

Challenges

• Lack of a responsive web application that can be easily accessed from mobile, tablet apps, mobile web browsers, desktop, etc., that can function even in unstable / no network zones.
• Need for a web-based last-mile shipping application that allows shippers (individuals, small business owners, etc.) to choose from a wide range of shipping solutions with online and offline payment options.
• Need for an API (with 500+ parameters) that integrates with the supply chain management ecosystem to ensure seamless data transfer across the applications to accelerate shipment execution and tracking.
• Need for shippers to choose a preferred language globally (in 130+ countries and 44+  languages) for instant support and bookings.
• Difficulty providing privileges to the shippers based on their account type and shipment  frequency.
• Need for provision to centralize the outbound shipments and options to configure invoices, express accounts, and address books.

LTM Solution

• Built a state-of-the-art Progressive Web Application with react stack that caters to various user types and devices.
• Progressive Web Application (PWA) approach used ensured that the user experience is  consistent with the native mobile app and delivers offline capability via cache first networking strategy.
• Implemented agile delivery framework with relevant metrics for an efficient and   deliverables-driven build.
• Built the application using reusable components, thus improving speed to market  and scalability.
• Completed accessibility testing covering WCAG 2.0 AA.
• Tested all compatible browsers using devices hosted in the browser stack cloud.
• Used map quest vs. registered user journey to personalize the customer experience.
• Implemented trending features like paperless shipment manifestation, scheduling a standalone pickup, shipment drop off, tracking shipments, etc.
• Flawless integration of 130 APIs for seamless data transfer across the ecosystem. 

Business Benefits

• Improved customer and omnichannel experience resulted in easier  maintainability & faster speed to market 
• Seamless integration of 130+ API's helped visualize the shipment data across the business and ecosystem
• Seamless user experience provided without requiring the users to download and install a separate app
• Increased enrollment in mobiles, tablets, and desktops, resulted in the client acquiring a greater market share and gaining competitive advantage 
• Historical shipment data saved in the system for reuse in the future
•  CICD pipeline, code hygiene with the agile delivery framework enabled timely quality deliverables within budget 
• Single platform to view all the outbound shipments created by the same shipper across 130+ countries, 44+ languages and 1+Bn parcels yearly
• Built protocol that helped the shippers and the shipment comply with customs regulations