Case study · Logistics
Northwind Logistics — Customer Portal
Self-service portal for a European logistics leader: real-time shipment tracking, invoicing, and notifications for 40k monthly users.
-58%
Support calls
4 days → same-day
Dispute resolution
+22 pts
NPS
180ms
p95 latency
The challenge
Customer service was drowning: 60% of inbound calls were "where is my shipment?" questions, and invoice disputes took days to resolve because data lived in three disconnected systems.
Our solution
A unified customer portal with real-time shipment tracking, self-service invoicing, and proactive delay notifications — integrated with the legacy ERP through an event-driven sync layer so no ERP migration was required.
The results
Support call volume dropped 58% in the first quarter. Invoice dispute resolution went from 4 days to same-day. NPS rose 22 points.
Northwind needed to replace phone-and-email customer service with a modern self-service portal.
We designed and built a Next.js portal backed by a NestJS API, integrating with their existing ERP over a message queue. The portal handles 40,000 monthly active users with p95 response times under 180ms.