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Landmark Global: quickly process parcels with Power Apps

Michaël Bergez, Director Landmark Global

Public Services

Challenges

Need for a modern cloud based ERP solution
Improvement of customer experience
Being able to be futureproof for any innovation projects

Results

Accelerated digitization
Improved customer experience
Higher working efficiency

About Landmark Global

Part of bpostgroup
Belgian site in Machelen
Processing of parcels arriving from outside the EU

Solution and Technology

Content here

Solution & technology

MICROSOFT POWER PLATFORM

Business

"Your package has been shipped." It's a familiar notification in our inboxes. If you ordered that package from an online store outside the EU, you'll need a bit of patience before it reaches your doorstep. At the offices and warehouse of Landmark Global in Machelen, Belgium, the team is dedicated to minimizing that wait time. With a workforce of 50 employees handling parcels entering Belgium from outside the EU, they ensure efficiency and speed. Since incorporating the Power-app Dora into their operations, this process has become significantly more streamlined.

Clearing packages from outside the EU

Every Belgian is familiar with bpost as the national postal service. However, what many don't realize is that bpostgroup has evolved into a global powerhouse in parcel and e-commerce logistics. Playing a pivotal role in this transformation is its subsidiary, Landmark Global, which delivers packages to over 220 countries. At their site in Machelen, near Zaventem Airport, a dedicated team from Landmark Global handles the customs clearance for parcels arriving from outside the EU. This team meticulously inspects the contents, verifies that all necessary VAT, customs, and other fees have been paid, and reaches out to recipients if there are any questions.

A surge in volume since 2021

In recent years, e-commerce has skyrocketed globally. This trend is keenly felt at Landmark Global, where Michaël Bergez, the enthusiastic leader of the customs clearance team, shares his insights: "The volume of packages we process has been visibly increasing for many years, but it has surged dramatically since 2021. This spike coincided with the introduction of a new EU regulation mandating that VAT and customs duties be paid on all imported goods. Previously, this applied only to packages valued above 22 euros."

The constraints of manual processing

The manual processing bottleneck became too overwhelming to handle all the packages. Michaël explains, "For years, we operated on a first-in, first-out basis. Packages were manually sorted, scanned, and our staff took the necessary actions. If a customer needed to be contacted for content verification, additional documents, or unpaid fees, it was done on an ad-hoc basis. This often led to customers interacting with three different employees, causing longer wait times for recipients. The extensive manual labor made the process error-prone, increasing the risk of penalties. We desperately needed an IT solution to streamline the process."

“In less than a year we recouped our investment in DORA - Customs Registration Application.”

Solution

Communication and Prioritization

Michaël and his colleagues held an internal brainstorming session to discuss their needs and possibilities. “We mapped out several potential paths, and initially, the Microsoft Dynamics platform caught our attention. It seemed like an excellent solution for enhancing our customer communication. However, we also needed to prioritize our packages. High-value shipments or those requiring extensive customs documentation, for instance, needed a different handling approach. We sought a tool that could assist us in this prioritization. Additionally, seamless communication with the warehouse team was a must.”

From a blank canvas to a custom app

No standard software platform offered the functionalities Landmark Global required. They turned to Cegeka Business Solutions, a trusted software partner at bpost. Cegeka proposed building an app using Microsoft Power Platform, the low-code development platform based on Microsoft Dynamics.

"Landmark Global approached us with an open-ended question, and a model-driven Power App turned out to be the optimal solution," said Jeroen Sergeant, functional consultant at Cegeka Business Solutions. "The significant advantage of a Power App is that it doesn't confine you to a rigid framework, but allows you to craft a unique solution that precisely meets the client's needs."

Enhanced efficiency, happy customers and employees

Since September 2023, Dora – the Customs Registration Application – has been streamlining the entire clearance process at Landmark Global. Michaël explains how it works: "Incoming packages are directed to a roll container in the warehouse, where they are scanned. The details are then entered into the system, giving us a perfect overview of all the packages in the warehouse. The tool automatically prioritizes the packages, and employees see on their screens which packages they need to handle next. Each package is processed from start to finish by a single employee. This means that customers have just one point of contact per shipment, ensuring they receive prompt and professional service."

Dora not only enhances efficiency but also improves service quality and customer satisfaction. "These streamlined processes and smooth communication are just as enjoyable for the employees. Plus, the tool is user-friendly, which is essential," says Michaël. The quick return on investment is the cherry on top: Landmark Global recouped the investment within a year.

“We started together from a blank page. Cegeka listened to our needs and translated them into an app that checks off all our needs.”

Approach

In close – and fun – cooperation

To encourage the adoption of the tool, Michaël insisted on involving the team leads from day one. An internal project manager efficiently coordinated the project, working closely with the project leader from Cegeka Business Solutions, who served as the main point of contact for Landmark Global. "Thanks to weekly meetings, workshops, and steering committees, we kept a close eye on everything," Jeroen explains. "For more technical decisions, we collaborated with my technical colleague, who also handled the integration aspects."

Michaël is full of praise for the Cegeka team: "We were on the same wavelength from the start. Everyone was open to learning from one another, and we were encouraged to be critical. The atmosphere was friendly rather than purely business-like, which led to fantastic results."

Klaas and Petra were fortunate to find an excellent partner in Cegeka. Petra shares, "Throughout the entire project, the Cegeka team constantly thought along with us. They were genuinely curious about how we operate and quick to understand the unique sensitivities within our organization. This was crucial for user acceptance. To be successful, we needed everyone on the same page."

More reporting

Landmark Global continues to enhance Dora, with reporting at the top of their priority list. "The tool is already integrated with Power BI, giving us valuable insights into productivity," says Michaël. "However, we aim to gain even deeper insights into our package processing methods. Thanks to the low-code framework, we can easily fine-tune and adjust the tool, enabling us to further elevate our services."

"Throughout the entire project, the Cegeka team was constantly thinking along with us. They were genuinely curious about the way we work and quick to understand the unique sensitivities within the organization."