DPD Claims
For DPD Slovakia, we built a digital claims management module that connects customers, internal teams and financial processes in one integrated solution.
Work saved each month on registration and data entry.
Claims registered on submission. Previously within one working day.
Administration. More time for the team to resolve claims.
Brief
DPD Slovakia, Direct Parcel Distribution SK s. r. o., is a leading provider of standard and express parcel services. It handles domestic and international shipping for private and business customers, using digital services and the Pickup collection point network.
As its services expanded, claims became increasingly demanding to administer. DPD needed to unify its processes, improve transparency for customers and connect claims management to its financial and operational systems.
Building on a long-term partnership with BIQ Group, a dedicated project was launched to create a solution covering the entire claims lifecycle, from submission to payment of an approved claim.
Solution
BOOTIQ SK designed and implemented a claims management module accessible through the DPD Help Center. The portal is built on Atlassian Jira Service Management and connected to Jira Cloud, which supports workflows and integrations with other systems.
Customers can submit claims, track their status and view all their requests. Internal teams work in a connected environment with automated validation, notifications and approval workflows. Integration with SAP and other systems also supports the creation of accounting documents and payment of approved claims.
Client challenges
- Simplify and digitise the claims process for customers and internal teams.
- Reduce the administrative burden and eliminate manual steps in claims processing.
- Connect Jira, the invoicing system, depot processes and the internal back-end solution.
- Meet legal requirements and internal procedures while keeping the process transparent for customers.
- Connect claims to financial tools and support payments for approved claims.
- Speed up claims handling and manage the entire lifecycle in one place.
Product scope
Services provided
- Custom digital solution
- Integrations
- Notifications
- Approval workflow
Technologies used
- Atlassian Jira Service Management
- Jira Cloud
- SAP
Project solution
From analysis to launch
Before selecting the technology, we worked with DPD to identify the main areas for improvement and gather detailed business requirements. The project progressed from pre-implementation analysis through validation and scope approval, analysis and implementation, to deployment and post-launch support.
Continually assessing the benefits across DPD departments was an important part of the process. Each team had its own requirements and expectations. The more complex SAP integration also opened up opportunities to digitise further processes.
Automated validation and notifications
Customers submit a claim in the Jira Service Management portal based on their specific issue, such as a damaged or lost parcel. The system automatically checks the eligibility of the product concerned and whether the information is complete. If anything is missing or incorrect, it asks the customer to amend or complete it.
The claims department therefore receives fully completed and validated claims to resolve. Notifications inform customers about status changes and alert internal staff to steps that require their intervention.
From approval to payment
An accepted claim enters an approval workflow with multiple roles and cycles, in line with DPD's internal procedures. Following final approval, the integration solution automatically creates accounting documents and arranges payment of the approved amount or compensation.
Connections to Jira Cloud, the SAP ERP system, invoicing tools, depot processes and other internal systems reduce the need for manual communication and the number of applications involved in the process.
Results in day-to-day operations
Automating manual registration and data entry reduced the workload by 20 hours per month. Claims are registered immediately upon submission; previously, registration could take one working day. The team spends less time on administration and has more time to resolve claims.
Customers can see the status and a list of their claims. Communication is consolidated in one system, giving DPD clearer reports, better claims management and control over the process at multiple levels.
What made the project successful
A shared, proactive approach to analysing business requirements and consistent communication between teams were decisive. A detailed understanding of how the people using the solution work made it possible to automate routine steps and create room for further improvement.
How DPD Claims sees our collaboration
Our collaboration enabled us to build and deploy a modern claims management module based on Atlassian solutions, bringing together the needs of customers, internal teams and financial processes in one integrated solution. Rather than developing a solution from scratch, we focused on meeting business and legal requirements, simplifying processes and creating a transparent environment for managing claims. The result is more efficient request processing, greater clarity for customers and a significantly lower administrative burden for employees.
