Customer
As part of an omni-channel digital transformation for logistics, a leading integrated logistics service provider based in APAC set out to unify its customer experience and operations. Rapid growth driven by mergers and acquisitions had resulted in a fragmented digital ecosystem with dozens of disconnected touchpoints. Customers encountered inconsistent journeys across transportation, warehousing, fulfillment, and cross-border services, while internal teams operated in silos with limited visibility. The organization needed a single, scalable digital platform to restore consistency, transparency, and growth.
Business Objective
As part of an omni-channel digital transformation for logistics, a leading integrated logistics service provider based in APAC set out to unify its customer experience and operations. Rapid growth driven by mergers and acquisitions had resulted in a fragmented digital ecosystem with dozens of disconnected touchpoints. Customers encountered inconsistent journeys across transportation, warehousing, fulfillment, and cross-border services, while internal teams operated in silos with limited visibility. The organization needed a single, scalable digital platform to restore consistency, transparency, and growth.
Scope of Services
BXI Technologies partnered with the customer to deliver a consolidated digital business platform.
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Launched a One Digital Business Platform unifying 30+ customer channels
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Standardized workflows and created a single digital entry point for all services
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Implemented Data Event Management for real-time shipment visibility
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Built cloud infrastructure using Infrastructure as Code (IaC):
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AWS EC2, RDS, S3, SQS, EMR, Kinesis
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AWS CLI automation via Ansible
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CI/CD pipelines on AWS Cloud
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iPaaS-based backend integrations
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Backup and disaster recovery setup
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Adopted an MVP-first approach starting with Track & Trace
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Refactored backend systems to unify routing, pricing, and fulfillment logic
This omni-channel digital transformation for logistics eliminated silos while enabling faster innovation.
Benefits
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Unified omni-channel experience through a single digital platform
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Consistent customer journeys across all logistics services
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Improved shipment visibility and faster issue resolution
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Stronger customer engagement through a consolidated interface
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Increased cross-sell opportunities across transport and logistics offerings
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Streamlined backend operations with standardized workflows
Impact
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20% reduction in customer churn
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28% reduction in call center volume for shipment tracking
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30+ customer channels consolidated into a single platform
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72 fragmented customer journeys eliminated
