x
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 centimetre cut-to-size pieces to large two-metre 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 a 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 courier can serve all destinations or dimensions. Over time, their team built and maintained custom integrations for each courier. 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 back office 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, damage does 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 courier integrations in-house or adopting a scalable multi-carrier shipping solution that could support the company's international growth.
"Whether it is a small parcel or a large plate, we can always offer the right courier 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 parcels 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 back-office workload.
2. Automated claims through Support Automation
Before Support Automation (formerly LOX), OPG handled damage and lost parcel 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 courier. Replacement orders are triggered instantly, and the entire claims workflow is streamlined. This saves valuable time for the back-office 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 couriers based on shipment size, destination, or performance. After negotiating rates directly with couriers, the team can activate a new courier in a matter of days. No custom development or maintenance is required. This gives OPG the freedom to test new options, optimise delivery times, and keep operations running smoothly across markets.
"Switching couriers 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 courier, whether it is a small parcel or a large two-metre 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, back office questions about delayed shipments have significantly decreased.
Automated claims handling that saves time By routing claims through LOX, the back office 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 courier 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 couriers in one place, OPG is ready to expand further across Europe and continue improving the delivery experience for its customers.
"Switching couriers 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.
More stories for you
Active Ants
Learn how unique shipping insights help Active Ants’ fulfilment clients automate CS processes and improve the delivery experience.
Get started
Boots
Read how Boots Netherlands takes their delivery experience to a higher level with the help of Sendcloud.
Get started
XXL Nutrition
"We've been using Sendcloud for 6 years now. It allows us to manage everything in one place, from shipping rules to customer communication, without relying on a large IT team to manage courier integrations."
Get started