Packoplock improves efficiency and customer experience med IMIs solution for visibility

Packoplock is a leading Nordic provider of packaging materials and logistics solutions with customers in Sweden, Denmark, Finland, and Norway.

IMI’s visibility solution

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Since its founding in 2007, the company has experienced strong growth. They offer a wide range of packaging and packing products targeted at small and medium-sized businesses (B2B), such as smaller e-commerce companies, stores, and warehouses.

We have made big investments to strengthen our processes, and now it’s time to start reaping the rewards. IMI has been a fantastic partner that supported us all the way, which has helped us make the system work exactly the way we wanted.

Thomas Samson

Logistics Manager, Packoplock

With 15 000 shipments every month, a smarter way of working was needed

The company is committed to continuous development and efficiency improvements, which has led to several significant investments in internal structures in recent years. Before implementing IMI’s solution of visibility Packoplock faced challenges in efficiently monitoring and tracking shipments and deliveries from multiple carriers, which affected various parts of the organization — including customer service, the logistics department, and the collaboration with external 3PL customers.

Packoplock previously lacked a centralized system for tracking shipments in one place, which required the company to use multiple systems and carrier
portals to find information. With 15,000 shipments each month, Packoplock realized they needed a solution to simplify and streamline their daily
operations while continuing to meet increasing customer expectations.

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Real-time visibility over all shipments

Packoplock implemented IMI’s solution for visibility to get a simple yet comprehensive solution that provided complete control of deliveries and returns – all in one place. By integrating Wismotion with Packoplocks Warehouse Management System (WMS), they achieved real-time visibility over all shipments for their five companies and their external 3PL customers, creating an efficient and user-friendly solution that supports different parts of the organization. From the first contact to implementation, it took only a month, thanks to a very smooth collaboration between IMI and Packoplock.

Increased efficiency and customer satisfaction

Implementing visibility solution from IMI has led to several tangible improvements for Packoplock, strengthening both their operational efficiency and customer experience. With a centralized platform for transport monitoring, tracking, notification, and analysis, Packoplock has been able to optimize internal processes, reduce the time spent on customer service inquiries, and improve control over the entire supply chain. These improvements have not only streamlined operations, it also helps to continuously meet the demands of both customers and the market.

Since we have all carriers and tracking in one system, our customer service response time has decreased from around 30-40 seconds to closer to 5-10 seconds, which is an improvement of about 80%. Faster handling creates a better experience for our customers.

Thomas Samson

Logistics Manager, Packoplock

Result with IMI’s solution for visibility

For the logistics department:

Complete overview and control: By integrating Wismotion with Packoplock’s Warehouse Management System (WMS), they have gained full visibility of all shipments within the organization, reducing the risk of errors and making it easier to collaborate across companies.
Optimized transports: The ability to easily compare carrier performance gives Packoplock a better chance to choose the most effective options related to both costs and delivery performance.
Data-driven decisions and quicker actions: Centralized data enables immediate action based on insights, improving the entire logistics flow and increasing efficiency

For customer service:

Response times reduced by ~ 80 %: Previously, it took up to 30-40 seconds to find information about a shipment; now it takes just 5-10 seconds. Customer service can easily search by customer name, order number, carrier, and shipment status, reducing response time and improving the customer experience.
Increased productivity:With around 100 customer interactions per day, Packoplock saves over 45 minutes daily, equivalent to approximately 190 working hours per year — time that can now be used to further enhance the customer experience.

Not just a competitive advantage but a necessity

Packoplock’s implementation of IMIs solution has led to more efficient processes and better customer experiences, while also creating better conditions to meet the e-commerce logistics requirements of today. At a time when customers expect fast deliveries, McKinsey & Company reports that 90% of consumers view two- or three-day delivery as standard, and 30% expect same-day delivery. Solutions like the one IMI offers are therefore not just a competitive advantage but a necessity to meet customer expectations and remain strong in a rapidly growing and demanding market.