This platform was designed for a high-volume courier and logistics group operating multiple regional brands across Canada, with plans to scale through acquisitions. The group runs thousands of daily deliveries across markets.
The business was previously running on excel and regional systems with inconsistent controls, broken portal UX, and fragmented import tooling — making automation, pricing accuracy, and data quality difficult as order volume increased.
Understanding The Core Challenges
The platform served a complex ecosystem of customer admins, order users, internal CSRs, finance teams, and operations staff. Each role had different workflows, but all faced the same underlying issues manual coordination, weak visibility, and disconnected tools that slowed daily operations.
Pain Points
Core issue
Most of the daily operations ran on Excel sheets, where order details, pricing, and customer data were tracked manually across multiple files. This made the process slow, error-prone, and difficult to maintain as order volume and customer count kept growing.
The first step was to understand the operational and business flow, mapping how orders moved from request to delivery and identifying the different order types and service models the business handled daily.
