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How Online Plastics Group gained full control of multi-carrier shipping across Europe
Online Plastics Group (OPG) is one of Europe's leading suppliers of custom plastic sheet material, operating 13 webshops in 10 countries. Shipping everything from 10 by 10 centimeter cut-to-size pieces to large two-meter plates brought increasing complexity to their logistics setup.
With thousands of parcels shipped across Europe every week, OPG needed more visibility, better control of multi-carrier shipping, and an easier way to handle claims at scale.
CHALLENGE
Multi-country logistics created heavy workload and limited flexibility
Online Plastics Group ships around 1,000 parcels per day across Europe. Each shipment differs in size and complexity, which means no single carrier can serve all destinations or dimensions. Over time, their team built and maintained custom integrations for each carrier. This created a heavy technical burden and made it difficult to adapt to new markets, test new delivery methods, or handle exceptions.
At the same time, customer service was under pressure. Without real-time insights into tracking statuses, the backoffice received large volumes of WISMO questions. The team had little visibility into where delays or issues occurred, which made it difficult to keep customers informed and manage expectations.
Claims handling added another layer of complexity. Because OPG ships both large and thin plates, damages do occur. Processing these claims manually took significant time and kept the team from focusing on higher-impact work.
Finally, OPG was preparing a transition from WooCommerce to CommerceTools. This meant they had to decide between rebuilding all carrier integrations in-house or adopting a scalable multi-carrier shipping solution that could support the company's international growth.
"Whether it is a small package or a large plate, we can always offer the right carrier for that shipment type. That flexibility is what Sendcloud gives us and it makes a big difference for our customers." — Joël Mombarg, Supply Chain Manager at Online Plastics Group
SOLUTION
One central shipping setup for tracking, automation, and multi-carrier flexibility
OPG selected Sendcloud to create a unified shipping environment that could replace manual processes and reduce technical overhead. They rolled out the solutions in three phases.
1. Tracking visibility with Shipping Intelligence
Shipping Intelligence (formerly Tracey) provides detailed insights into delivery performance. OPG can now pinpoint where packages are delayed and proactively update customers with accurate delivery expectations. These insights also feed into OPG's chatbot and voicebot, giving customers instant answers and reducing backoffice workload.
2. Automated claims through Support Automation
Before Support Automation (formerly LOX), OPG handled damage and lost package claims manually. Support Automation now automates the process end-to-end. Customers can submit a claim online, and the system routes it automatically to OPG and the relevant carrier. Replacement orders are triggered instantly, and the entire claims workflow is streamlined. This saves valuable time for the backoffice team and ensures customers get fast resolutions.
3. Multi-carrier shipping with Sendcloud
With Multi-Carrier Delivery integrated into their new e-commerce stack, OPG can easily add or switch carriers based on shipment size, destination, or performance. After negotiating rates directly with carriers, the team can activate a new carrier in a matter of days. No custom development or maintenance is required. This gives OPG the freedom to test new options, optimize delivery times, and keep operations running smoothly across markets.
"Switching carriers is easy, setting up new ones takes only a few days, and claims run automatically. This helps us stay flexible while keeping our team lean and focused on growth." — Max Bisseling, CTO of Online Plastics Group
RESULTS
More flexibility, fewer manual processes, and a better customer experience
Multi-carrier flexibility for every shipment type OPG can match each shipment with the right carrier, whether it is a small parcel or a large two-meter plate. This ensures reliable delivery options across all ten markets and supports continuous international growth.
Improved customer communication and fewer WISMO questions Real-time tracking insights help OPG keep customers informed about delivery timelines. With better visibility into the full journey, backoffice questions about delayed shipments have significantly decreased.
Automated claims handling that saves time By routing claims through LOX, the backoffice no longer spends hours each week handling damage or lost parcel cases. The claims process is now smoother for customers and far more efficient internally.
A scalable shipping setup that supports new technology As OPG migrates to CommerceTools, Sendcloud acts as the central layer for all shipping workflows. The logistics team no longer needs to build or maintain carrier integrations themselves, which reduces technical workload and speeds up implementation across markets.
Built to scale, together
For Online Plastics Group, Sendcloud has become more than a shipping tool. It is a partner that supports the company across tracking, customer communication, claims automation, and multi-carrier delivery. With a unified setup and full control over all carriers in one place, OPG is ready to expand further across Europe and continue improving the delivery experience for its customers.
"Switching carriers is easy, setting up new ones takes only a few days, and claims run automatically. This helps us stay flexible while keeping our team lean and focused on growth," says Max, CTO of Online Plastics Group.
Book a free demo and see how Sendcloud can help you scale with confidence.
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