Case Study: Intelligent Process Automation for GiaoNhan247

In the competitive landscape of cross-border e-commerce, customer expectations for real-time visibility and accurate order tracking have become a fundamental part of the service experience. For shoppers on platforms such as Amazon, eBay, and Etsy, the demand for instant and reliable status updates is now standard.

A Statista report confirms this trend, showing that more than 70% of Southeast Asian consumers regularly monitor their order status. For GiaoNhan247, one of Vietnam’s leading international shipping providers, this shift highlighted a critical challenge. The company’s reliance on manual tracking processes had become a significant inefficiency, creating a clear need for Intelligent Process Automation to streamline their workflow.

The operational bottleneck at GIAONHAN247

GIAONHAN247 faced significant operational challenges due to its manual order tracking processes. Their team was burdened with repetitive daily tasks, including:

• Manual updates: Staff had to visit each platform (Amazon, eBay, Etsy) to check and update order statuses.
• Multi-system data entry: Information such as tracking IDs and the Actual Time of Arrival (ATA) had to be manually copied and updated into the company’s internal management tool.
• Delayed internal communication: Notifying the customer support team about order changes was often delayed, leading to inaccurate customer consultations.

These processes not only increased labor costs but also carried a high risk of human error, impacting the end-customer experience. This was a classic operational bottleneck perfectly suited for AI-Powered Automation.

Implementing intelligent automation

To solve these challenges, TIS implemented an Intelligent Process Automation (IPA) solution powered by the Conductify AI Platform. Within just 4 weeks, the system was fully deployed and operational, delivering key benefits:

• AI-powered web reader: Automated retrieval of order tracking data from Amazon, eBay, and Etsy, replacing 80% of manual tasks.
• Seamless integration with internal tools: Automatic synchronization of order status, eliminating the need for manual data entry.
• Automated updates of critical information: Tracking IDs and Actual Time of Arrival (ATA) were updated continuously and accurately.
• Real-time notifications: Customer support teams were instantly informed of changes, enabling faster and more proactive responses to customers.

The Conductify AI Platform stood out with its adaptive learning capability, ensuring long-term stability even as global e-commerce platforms frequently change their web structures.

Operational excellence and a foundation for growth

The implementation of The IT Source’s solution delivered outstanding, measurable results for GIAONHAN247.

Quick wins:

• 80% reduction in manual tracking tasks: The solution successfully automated 80% of tasks related to order tracking, freeing up employees from repetitive and tedious work.
• Accelerated data updates: The time required to update order information was reduced from hours to mere minutes, ensuring data was always accurate and timely.
• Immediate cost savings: Reduced dependency on manpower for low-level tasks allowed GIAONHAN247 to reallocate resources to higher-value activities.

Strategic value:

• Enhanced scalability: The system can handle a surge in order volume without a corresponding increase in headcount.
• Improved data accuracy: Eliminating human error has enhanced service quality and reduced operational risks.
• Proactive customer support: With real-time updates, the support team can now address customer inquiries more quickly and professionally.

Business impact and results

The collaboration between The IT Source and GIAONHAN247 is a clear testament that Intelligent Process Automation (IPA) is more than a tactical cost-cutting measure; it is a strategic investment that makes a business more agile, efficient, and ready for future growth.. By eliminating operational bottlenecks, GIAONHAN247 has strengthened its competitive position and elevated its standard of service in the e-commerce logistics industry.

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