Logistics Software Case Study: How Supply Chain Courier Reduced Complaints and became an Amazon Logistics Partner

Deliverables

• A new platform built with React and Node.js for ecommerce users to securely log into Amazon Logistics, to print Amazon Prime Labels and manage their customer orders.

• UX, Business Analysis and System Design for parcel claims and parcel evidence substantiation to ensure a consistent customer experience across all GFS’s carriers.

• Technical Architecture, Design and Consulting to ensure we’re using the right tech that’s compatible with GFS’s existing tech, aligns their goals and their in-house development team’s expertise.

The Challenge

Since COVID, the logistics landscape has changed forever.

No longer do customers settle for 3-5 days for a delivery, customers want their items in a few hours or at best, within 24 hours.

Amazon has become a logistics disrupter, that has affected how we all perceive parcel delivery and the speed we can receive something new.

To position themselves ahead of their competitors, GFS wanted to increase the size of their offering by adding Amazon Logistics to the suite of their multi-carriers.

Also, we know that all logistics firms receive complaints about parcel loss or damage, which can significantly impact their reputation and their bottom line.

So, given the increase in the demand for logistics services, it’s a given that customer complaints and enquiries will do, too.

As a result, providing customers with a seamless customer service (CS) experience was at the forefront of how GFS wanted to change.

Different carriers, have different terms and conditions (T&Cs) of carriage and CS staff would have difficulty to peruse each carriers’ T&Cs and deliver customer responses in a timely manner.

One objective of our engagement was to ensure CS staff had the right information at the right time to consistently deal with customer calls, with up-to-date information.

The Solution

Service Design for GFS Seeker

Within ten days, we had designed initial prototypes for GFS, with Figma to showcase how Amazon Logistics would be integrated into their platform, GFS Seeker.

At Cypher Digital, we believe the best collaborative whiteboard is a prototype. That’s why while we’re consulting with you and your team, we’ll be working away on what’s in your mind’s eye so that you can innovate at speed, without worry about the final product.

GFS Amazon Seller Logistics OAuth Single Sign on (SSO)

We built a new web app from concept to delivery and handled the technical discussions with Amazon on behalf of GFS.

Following our consulting discussions, we began by drafting several usable prototypes to validate requirements, to ensure we’re on the same page before development begins and that they love the look and feel of their new app.

We handled project management ourselves, but our JIRA board was made public between us and GFS so they’re able to query our tasks and there’s transparency on the project progress, versus the deadline.

After wireframes were given approval, we developed their application with React with Styled-Components, Redis and Node.js using a microservice architecture with that ensures flexibility to change and lower maintenance costs.

One of the standout features of this project was our high unit test coverage of over 96%.

This ensured that the tool was thoroughly tested and ready for deployment and giving the client peace of mind that their customers' data and operations were secure.

All secrets and user data are encrypted at REST to ensure safety and security of all sensitive data within our suite of applications.