Self-managed shipping, built for scale

The fragmented setup slowed down operations, made it hard to scale efficiently, and created a disconnect between teams. When XXL Nutrition decided to switch to Sendcloud, the logistics team didn't need to rely on developers any more for courier integrations and shipping logic.

"What's great is that we can configure it all ourselves," Guus explains. "If a package weighs more than 20 kg, it goes with courier A. If it's smaller, we route it through courier B. We've set up all those rules on the platform."

Shipping is now fully centralised and automated, from courier selection to delivery windows. That same centralised setup also solved one of customer service's biggest headaches: tracking deliveries across couriers, a task that once generated a flood of "Where is my order?" calls.

Improved tracking visibility, fewer support tickets

As Customer Service Manager, Bram experienced lots of inefficiencies before using Sendcloud. His team had to juggle multiple courier portals and dig through different systems to find out where a parcel was, slowing down responses and dealing with frustrated customers.

"If someone called about a delayed delivery, we had to check the courier's portal, then maybe another, depending on the order," Bram explains. "With more couriers and more services, that just didn't scale. You lose the overview."

With Sendcloud in place, the team can now look up any shipment in seconds, regardless of courier, service type, or delivery day, and take action directly in the same dashboard. The platform automatically syncs all shipping updates, and thanks to implementing AI they can match incoming customer questions with the right shipment data. That means less manual searching, faster resolution, and fewer WISMO tickets.

"As soon as we type in a few details, the order shows up and we can immediately take the next step," Bram says. "We can generate labels, send replacements, or flag issues all in one place."