EE Postal Service Digital Transformation

ERP

DIGITAL TRANSFORMATION

BORDER SYSTEM INTEGRATION

IPS SYSTEM INTEGRATION

CRM

DMS

HRM

APP DEVELOPMENT

Industry:

Postal Services

Duration:

9 months + CI/CD

Country:

Eastern Europe

Technology:

Pre-COVID pandemic, a public EE Postal Operator went digital: transforming their services to allow citizens (digital consumers) access them online and facilitate e-commerc for SME's alike. Now, with 71% of households online, this transformation made it simpler for people to access postal services, enabled local businesses reach global markets at lower costs, and enhanced the overall operational speed and efficiency of the postal agency.

PROJECT OVERVIEW

USAID financed a project aimed at reforming e-commerce facilitation—a program that, at first glance, has nothing to do with postal services. However, investigations revealed a key challenge: SME's in the region faced high shipping costs, often due to customs and broker fees. In response, the postal agency reached an agreement with customs to unify systems electronically. This led to a tender, and we partnered to build a secure platform for both businesses and citizens. Integrated with ERP tools, border control payments, and IPS systems, it reduces customs fees (typically 5-10%) and cuts out extra charges that could otherwise inflate prices by up to 73% (compared to DHL for example). The digital transformation helped local businesses get to global markets affordably and allowed citizens access the postal services online—all in one.

CHALLENGE

Disconnected/Costly Systems & Limited e-Access

The national postal system was constrained by outdated, paper-based processes and relied on more than 10 separate software programs (some of them paid SaaS) that didn't talk to each other, forcing employees to manually transfer data between systems.

Long lines and slow processing times at post offices were the norm, and international shipments faced frustrating delays in customs. Customs inspections and broker intermediaries were a significant obstacle, involving time-consuming document reviews, tax assessments, and potential inspections. These inefficiencies not only delayed shipments, but could add up to 20% fees, making shipping costly for individuals and small businesses.

SOLUTION

ERP, Courier App, [E-Comm/E-Customs] API

3,000 hours of development in 9 months—to build a digital platform that integrates the postal system with an ERP, simplifying the operations of all departments under one roof. Out of this, 1,000 hours went specifically into developing a courier module with an interactive map for real-time service updates and a mobile app for couriers to streamline deliveries.

Following an agreement with customs, we introduced e-customs declarations, eliminating intermediary fees and enabling direct international dispatch—cutting costs by up to 73% compared to major carriers. The platform combines CRM, Logistics, and e-money transfers, allowing users to send money orders, manage bills, and customize stamps.

Also an E-Commerce API designed to integrate postal services into business systems, enhancing logistics and payment processes. Functionalities: address verification, shipping label creation, rate calculation, and package tracking, facilitating seamless integration into e-commerce platforms.

With 2,230 digitalized post offices—the postal service now provides a faster, more efficient experience for businesses and the public alike.

TRANSFORMATION JOURNEY

We analyzed operations to identify high shipping costs for SMEs, manual workflows, and fragmented data causing cross-border inefficiencies. Together with stakeholders, we set clear goals: digitize workflows, unify systems, reduce costs, and integrate seamlessly with the International Postal System (IPS) and border customs—creating a streamlined tech flow for businesses to connect effortlessly.

Deliverables:

BRD

System Architecture

API Specifications

FEATURES & INTEGRATIONS

ERP INTEGRATION: Unified core processes: Accounting, HR, CRM, Inventory, Logistics—into a single point with role-based access, allowing real-time updates and centralized reporting for improved operational transparency.

E-COMMERCE API: Allows businesses (third-party platforms) to integrate the agency's logistics and payments, automating order fulfillment and tracking for businesses expanding internationally.

IPS INTEGRATION: Integration with the International Postal System systems to enable global tracking and cross-border logistics with real-time updates, while enhancing international shipping capabilities and cutting down extra fees.

ONLINE MARKETPLACE: Platform to offer the products or services to consumers, facilitating transactions between buyers and sellers.

MONEY ORDERS: Provides secure, low-cost money transfers via tokenized payments, removing intermediaries and reducing paperwork.

E-SERVICES: Enables users to use all of the postal services online such as money orders, parcel sending, and pay utility bills, all within the portal.

DYNAMIC PRICE ENGINE: Adjusts shipping rates based on destination, volume, and delivery speed, offering optimal rates for SMEs and individual users.

COURIER MANAGEMENT + INTERACTIVE MAP: Automatically assigns couriers by zone and availability, optimizing routes and balancing workload with interactive mapping and automated notifications.

E-CUSTOMS INTEGRATION: Automates customs declarations, reducing paperwork, improving compliance, and speeding up international shipments, while also cutting down from unnecesary intermediary fees.