DPD relied on an older notification system for customer communication, whose performance and flexibility gradually became insufficient. Messages were sent more slowly, resulting in delayed customer updates on parcel status. In addition, the system was not closely integrated with the centralized environment, which complicated data management and reduced the ability to work with information consistently.
Another issue was the limited ability to manage rules and templates, any adjustments required modifications to the source code, which slowed down response times to new requirements and increased maintenance complexity. There was also a lack of effective monitoring of sent messages, making control and feedback evaluation insufficiently transparent. For a company that processes large volumes of parcels daily and places strong emphasis on customer experience, this represented a major challenge.
Based on a detailed analysis of the existing situation, including meetings with the customer, documentation, and a review of databases and source code, a new module called the Notification Platform was developed as part of the OPS Toolset.
The platform enables the generation and sending of notifications for various events that occur during the transportation and delivery of parcels. These events may be triggered by the import of shipment data, a parcel scan, or a user action in the system interface. Once such an event is processed, the system uses defined rules and available data to determine whether an SMS or email should be sent. In order for a notification to be generated, the parcel must contain the required details such as notification type, contact information, service code, and customer information.
The solution includes a user interface that provides full control over the process. Users can configure notification rules, create templates for different situations, and monitor sent messages. If there are multiple templates for the same type of content, the system automatically prioritizes the one with the highest importance. Data flows into the platform from source systems through standardized data streams, and notifications are then delivered through the customer’s email server and SMS gateway.
This platform brings higher performance, centralized management, and greater flexibility in daily operations.
Selected tech stack, tools, and frameworks to ensure scalability, performance, and long-term reliability.
C#
Java
JavaScript
Kubernetes
SQL
Significant increase in performance and reliability – messages are generated quickly and sent through stable channels, eliminating delays.
Easy management of rules and templates – everything can be configured directly through the user interface without the need to modify source code.
Monitoring and evaluation – the system makes it possible to track when a notification was sent, who received it, what its content was, as well as record any errors during delivery.
Centralized integration – the solution operates within a normalized database and is connected to the customer’s existing data flows and communication channels.
Improved customer experience – parcel recipients receive timely and accurate updates on the delivery process, which enhances their satisfaction and trust.
Do you have an idea that you want to implement or a problem that needs solution? Do you want to focus on your business and not the IT supporting it? Get in touch with us and let‘s do great things together.
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