Success Story

Liechtensteinische Post

Digital international returns management

End-to-end digital processes for international returns: Liechtensteinische Post processes international returns including re-customs clearance independently for the first time.

Back to References

Challenge

The Starting Point

The Problem

Demand from mail-order companies and e-shops for handling international returns is growing. Liechtensteinische Post (LiPo) therefore looked for a way to expand its service offering along the logistics chain and to offer international returns including re-customs clearance independently – with efficient, digital processes.

The Solution

Together with Quatico, Liechtensteinische Post developed an end-to-end digital solution for international returns management for the first time. The goal was to create the organizational, functional, and technical foundations to process international returns including re-customs clearance independently.

Implementation

The Implementation

From the feasibility workshop to the MVP: the returns tool was implemented step by step so that Liechtensteinische Post can handle international returns operationally, efficiently, and at scale.

From idea to a viable product

We started with a joint feasibility workshop to analyze the starting point, define goals, and model the functional processes. Building on this, a clearly focused MVP emerged that enables the operational handling of international returns for the first time.

Step-by-step digitization of the returns process

The returns tool guides employees through the entire process in a structured way – from recording the return to re-customs clearance. Relevant information is provided centrally and transmitted automatically to the customs software. This creates an end-to-end process with no media disruptions.

Data reuse for maximum efficiency

Existing customs and shipping data can be imported directly from the customs system. This eliminates a large portion of manual data entry, raises data quality, and further simplifies the process.

A scalable foundation for growth

From the outset, the solution was designed so it can be extended to further countries, mail-order companies, and new process variants – without rebuilding the core process.

Results

Measurable Successes

With the digital returns tool, Liechtensteinische Post opens up a new line of business and establishes a standardized, transparent process for international returns including re-customs clearance.

In-house

International returns processed independently

End-to-end

Seamless process incl. re-customs clearance

Scalable

Extensible to countries and mail-order companies

A new line of business opened up

LiPo can actively offer international returns management and position itself as a partner along the logistics chain.

Fewer dependencies

LiPo gains process ownership and builds internal know-how – for reliable handling and fast further development.

More efficient processes

Standardized, digital process steps reduce manual work and improve processing quality.

High data quality

Importing existing customs and shipping data from the customs system minimizes input errors and speeds up handling.

Customer Voice

What our customers say

The digital returns tool is a key building block for expanding our international business. It enables us to handle international returns including re-customs clearance independently and efficiently.

Anita Hummel

Head of International Business

Liechtensteinische Post

CDS Platform

Start ahead — on the CDS platform

With Quatico's Composable Digital Services (CDS) Platform, you start ahead of the curve. Use ready-made services for a fast project launch. And you get a functionally and technologically proven foundation that makes every integration succeed.

Discover now