Customer
Parcel ecosystem digital transformation for retail logistics became critical for a multinational retailer struggling with legacy, fragmented systems. Frequent outages during peak demand, high operational costs, and limited real-time visibility were impacting customer satisfaction and revenue growth. To compete with digital-first players, the retailer needed a modern, scalable platform that could digitize parcel operations end to end while improving reliability, speed, and customer experience.
Business Objective
The retailer aimed to:
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Modernize IT infrastructure for agility and resilience
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Reduce maintenance and scaling costs
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Improve system performance during peak demand
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Enhance customer experience through real-time visibility
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Enable faster market expansion and digital innovation
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Transition to a scalable, cloud-ready architecture
Scope of Services
BXI Technologies partnered with the retailer to deliver a comprehensive parcel ecosystem transformation.
Parcel Digitization
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Enabled end-to-end digital capture for every parcel event (scan → sort → route → deliver)
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Replaced legacy workflows with real-time digital processes
Integration Modernization
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Modernized the enterprise integration landscape
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Built unified integrations across Parcel Systems, Sortation Hubs, and Route Planning
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Implemented enterprise-grade event-driven architecture
Customer Experience Transformation
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Introduced real-time in-flight delivery change capability
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Enabled doorstep collection and enhanced task assignment
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Improved track-and-trace visibility and customer notifications
Operational Intelligence & Monitoring
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Deployed enterprise monitoring, alerting, and observability
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Implemented Solution Manager, WILY, HAWK alerting, and EEM
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Enabled real-time insight into integration health and customer experience
Services Delivered
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Event Processing System (EPS) on TIBCO to unify parcel workflows
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Smart Rules–based automation for predictive alerting and incident prevention
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PDA-integrated task execution for faster field response
Benefits
The retailer achieved:
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Complete parcel digitization across the delivery lifecycle
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Real-time delivery flexibility for customers
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Higher operational efficiency through automation
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Improved routing and sortation intelligence
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Reduced incident frequency through predictive operations
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Stronger customer engagement and retention
This parcel ecosystem digital transformation for retail logistics created a scalable foundation for long-term growth.
Impact
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100% parcel digitization across the delivery lifecycle
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60% reduction in EPS-related incidents
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Significant improvement in customer onboarding and retention
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Reduced operational overhead in sortation and final-mile delivery
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Faster, data-driven decision-making for operations teams
