NZ Post delivers 41 million courier parcels annually, each requiring a label for tracking and delivery, as well as a manifest for billing. While most customers submit their manifests via NZ Post’s web service, some rely on “manual manifesting,” which requires them to send the manifest to NZ Post. However, issues like web outages, hardware failure, or human error can prevent these manifests from reaching NZ Post, causing billing problems and wasting time.
Glenn Dodd, Customer Application Lead at NZ Post, says it was a problem that was costing the business significant time and money. “We can’t bill them unless we have a manifest. We were spending hours chasing up customers trying to get the manifests, which could been thousands of items. It was just becoming too hard.”