The Opportunity

Each day, logistics powerhouse GLS delivers millions of parcels through its cross-border network. Yet, in a world that craves seamless encounters, GLS recognised the urgency to reshape its digital presence to meet rapidly-evolving consumer expectations. Their ambitions: simplify parcel handling, embrace the e-commerce surge, and, as a result, double operating profit by 2024.

Approach

Each day, logistics powerhouse GLS delivers millions of parcels through its cross-border network. Yet, in a world that craves seamless encounters, GLS recognised the urgency to reshape its digital presence to meet rapidly-evolving consumer expectations. Their ambitions: simplify parcel handling, embrace the e-commerce surge, and, as a result, double operating profit by 2024.

The new digital platform empowered customers with unprecedented convenience. Purchasing labels, measuring parcels using dynamic toggles, and even integrating innovative LiDAR scanning for precision became effortless. Simplified location of drop-off points and real-time multi-service tracking transformed into reality. The crowning achievement was an interface that married functionality with aesthetics, resulting in a bold and daring digital presence for GLS.

Impact

GLS’s journey was remarkable. The app’s swift uptake upon launch, coupled with a subsequent surge in parcel volume, solidified its integration into users’ routines. Improved completion times and reduced downtimes further affirmed the success of our approach, enhancing the lives and experiences of GLS’s clientele.Embracing a start-up mindset—what we affectionately call a Kintsugi mindset—we intertwined technology and empathy, guiding GLS into an epoch of seamless parcel interactions. Inclusion of playful features like parcel tagging with emojis added a dash of personality. As a result, GLS’s new digital image resonated with consumers, etching an indelible mark and amplifying brand loyalty.