Product damage costs are greatly reduced

Problem statement

As a transport company, STS NL has to deal with product damage. Despite taking good care of a package, when unpacking, the customer may discover damage that was not immediately visible during transport. Often damage that occurred before the product came into the hands of STS NL.

Strong evidence to recover damages

STS NL supplies, among other things, from “business to consumer”. Because the goods often travel a long journey, there is a risk of damage. Despite extensive inspection of the packaging at the logistics center, an item may still turn out to be damaged when unpacked. This is completely through no fault of STS NL. However, the customer can hold STS NL responsible for these damages.

The transport company therefore needed an app that would allow them to collect evidence before unpacking a package. A way to show that they were not able to identify any damage when they received the package at the logistics center.

Reporting damage

Deliverers can easily collect evidence via the app, for example by taking photos before and after unpacking a product. The app also includes trip data and delivery points.

Managing damage reports

Damage reports in the app flow directly to the web application, where this data is kept. The application is always accessible and also offers the possibility to convert claims to a PDF file and then easily send them to an external party.

Results

Thanks to the app and web application, STS NL can accurately collect and register the burden of proof of product damage, to show that damage was not visible to STS NL when received at the logistics center. This enabled the transport company to recover 26% more damage from the logistics center in a few months.

Future

By making optimal use of the new app and web application, STS NL will be able to work more efficiently and collect stronger evidence in the coming years. This will significantly increase the number of claims they can recover from the insurance.

STS NL will also use the app in the future to also reduce other operating costs and to be able to offer additional services.