The world of logistics and parcel shipping is becoming increasingly complex due to explosive e-commerce growth. DHL Parcel had multiple tools for webshop owners and business senders, but these were fragmented and difficult to use. Together, we built My DHL Parcel: a b2b self-service portal that consolidates all shipping functionality into one intuitive platform.
b2b self-service portal consolidating multiple shipping tools into one platform
Single Page Application (SPA) for intuitive user experience
From 4 screens to 1 page: streamlined shipment booking
75,000 shipments processed weekly by 6,000+ active users
Tool consolidation reducing support queries by 25%
The challenge
How do you integrate multiple shipping tools into one elegant, user-friendly solution that simplifies tasks, optimises user flow and minimises support queries?
The solution
My DHL Parcel: a b2b self-service portal built as a Single Page Application that consolidates all shipping functionality on one page.
DHL Parcel x iO: building the self-service standard for b2b logistics
DHL is one of the leading logistics companies in the world, with an unrivalled portfolio of logistics solutions via road, air and rail. DHL Parcel is the parcel division, focused on b2b shipping services for webshop owners and business senders.
DHL Parcel came to us with a clear ambition: centralise their shipping services and reduce complexity for business customers. Our partnership delivered My DHL Parcel: a platform that became the self-service standard in the industry.
The challenge: when multiple tools create friction instead of efficiency
Due to increasing complexity and speed in the logistics sector, it was becoming difficult for DHL Parcel to maintain overview and centralise customer queries. Multiple tools, fragmented processes, no single source of truth.
The old tool required four screens to create a single shipment. For businesses shipping large volumes daily, this friction added up. DHL asked us to integrate all tools into one elegant, user-friendly solution.
The solution: one self-service portal for all b2b shipping needs
We developed My DHL Parcel: a system that selects the right DHL shipping service for the customer and handles invoicing automatically. Users can create shipments, print labels, schedule pick-ups and manage their account — all in one place.
The entire shipping process now fits on one page. Where the old tool required four screens to book a shipment, My DHL Parcel consolidates everything into one intuitive interface.
What My DHL Parcel offers business senders
My DHL Parcel provides comprehensive functionality for b2b shipping:
Configure the entire shipment in a few clicksAutomatic product selection based on shipment detailsDirect selection of additional services (delivery locations, insurance)Prepare multiple shipments simultaneouslyPrint labelsSchedule pick-upsAddress book managementAccount structures and multi-level organisation setupUser feedback via UsabillaTrack & TraceExtensive reportingPersonalised settings
How a self-service portal reduces support queries by 25%
By consolidating multiple tools into one intuitive interface, we removed the friction that generated support tickets. Customers no longer need to navigate between systems or call support for basic tasks.
The result: support queries dropped by 25%. Time to create a shipment dropped by 50%. That's what happens when you put user experience at the centre of your platform design.
The technology: Single Page Application for speed and responsiveness
My DHL Parcel is a Single Page Application (SPA). This architecture delivers fast, responsive interactions without full page reloads. For users booking shipments at scale, this makes a real difference.
The platform was developed with modern front-end technology to ensure performance at scale: 75,000 shipments per week, processed by over 6,000 active users.
The numbers
+1%
growth in daily shipments after launch
-1%
decrease in support queries
1+
active users on the platform
-1%
time saved creating shipments
1
shipments processed per week
1%
of total DHL Parcel volume via My DHL Parcel within 12 months
The self-service standard for b2b parcel shipping
The adoption of My DHL Parcel has been remarkable. Within 12 months of launch, 37% of DHL Parcel's total shipment volume was being processed via the platform. More than 6,000 active users rely on it daily.
This high-quality digital service has made DHL Parcel a leader in the industry: in customer centricity, self-service capability and technology. My DHL Parcel is the proof that great UX and operational efficiency go hand in hand.
