GLS is one of Europe's largest parcel services providers with an excellent brand reputation among its customers mainly because of its commitment to quality and superior customer experience. GLS Hungary wanted to make sure they lived up to their customers' expectations in the digital space, so they partnered with Supercharge to create a modern, reliable, and user-friendly application.
Customers increasingly prioritize convenience, often opting to pick up parcels from lockers or shops without direct contact with the courier. In these cases, the digital experience has an even more significant impact on the overall delivery experience.
Customers expect clear communication, so in the app, we've dedicated special attention to explaining what's happening with their package and how they can get it.
To keep customers consistently informed about their parcel status, we integrated several essential features into the GLS app. These enhancements encourage app usage and provide customers with peace of mind.
Customers often use different email addresses for online shopping (e.g., personal, work, or a spouse's email). As a result, finding the right email for a specific order can be a hassle. That's why we developed a profile-based solution in the GLS app that allows users to add multiple emails to their profiles. The tracking data is automatically displayed if an ongoing parcel is associated with any of these emails.
Finding parcel lockers can be tricky, even with the correct address. The locker might be tucked away in a corner of a large mall or hidden behind a gas station. To help users quickly locate the right locker, our app includes not just the address but also photos and concise descriptions of the locker locations. Push notifications on parcel status updates, detailed information on the parcel's journey, and clear instructions on parcel collection ensure that users can easily pick up their deliveries.
We implemented an in-app delivery rating system to build trust in the digital space. Users can rate their entire delivery experience, including the courier, locker, or shop, depending on the type of delivery. This detailed feedback helps ensure that GLS continually exceeds user expectations.
To deliver a consistent digital experience on any device, we built our solution with Kotlin Multiplatform. This innovative framework, supported by tech giants such as JetBrains and Google, enabled us to develop high-quality apps for both Android and iOS from a single codebase.
For GLS’s tight timelines, Kotlin Multiplatform was the perfect choice, resulting in faster go-to-market time, reduced costs, and uncompromised quality.
The new GLS app offers a go-to platform for customers to track their parcels easily. By providing real-time delivery information, the app enhances the consignee experience and fosters customer loyalty, which is crucial in the competitive parcel delivery market.
While the app currently features essential track-and-trace capabilities, this is only the beginning. Future updates will add more functionalities to boost loyalty further and enable GLS to upsell additional delivery services. The upcoming features will include an integrated payment method allowing users to pay within the app, a GPS-based real-time parcel tracking solution as well as customer to customer parcel sending. The app is set to reach millions of users in the Central and Eastern European markets and solidify GLS’s position as a leading player in the region.
With plans to expand into multiple regional countries, the app is set to reach millions of users and solidify GLS’s position as a leading player in the Central and Eastern European markets.
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