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Case study mode
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Schneider Electric came to us with a sustainability challenge that was also a customer experience problem: every order required 2-4 pieces of paper to be printed for delivery across APAC. That added up to 2.4 million pieces of paper annually. They wanted to eliminate the waste whilst making deliveries better for everyone involved.
02 The Challenge
The numbers were staggering. With the majority of Schneider Electric's business flowing through wholesalers and distributors, every single order generated a small forest of paperwork. Delivery dockets, packing slips, invoices, compliance documents \- it all had to be printed, handled, and often lost or damaged in transit.
But this wasn't just an environmental issue. The paper-based system was creating friction throughout the supply chain. Drivers had to manage stacks of documents, distributors had to file and track physical paperwork, and any missing or damaged documents could delay the entire delivery process.
Schneider Electric saw an opportunity to solve both problems at once: eliminate the environmental impact whilst creating a better experience for their crucial B2B partners.
02 How We Approached It
We took the entire team on a discovery journey to understand the distribution and delivery process from every user's perspective \- drivers, warehouse staff, distributors, and end customers.
Our approach involved identifying key personas, conducting stakeholder interviews throughout the supply chain, conceptualising a digital solution, and then validating the concept with real users before building anything. We mapped the entire customer journey from order placement through to final delivery, identifying every point where paper created problems.
The key was understanding not just what needed to be digitised, but how different users would actually interact with digital documents in real-world delivery situations.
02 What Made It Special
We didn't just digitise existing paper processes \- we reimagined how delivery information could flow through a modern supply chain. The solution needed to work for drivers using tablets in delivery trucks, warehouse staff managing complex logistics, and distributors tracking multiple orders simultaneously.
The innovation was in creating a system that actually worked better than paper for everyone involved. Digital documents that couldn't be lost, real-time updates that kept everyone informed, and automated processes that reduced manual handling throughout the chain.
02 The Reality
We created a validated digital delivery solution so innovative that Schneider Electric decided to roll it out as a global project.
2.4 million pieces of paper eliminated annually across APAC operations
Global rollout approved based on the success of the validated concept
Better customer experience through real-time delivery tracking and digital documentation
The solution proved that sustainability and customer experience improvements could work hand in hand, delivering environmental benefits whilst making operations more efficient for distributors and delivery teams.
[Client]
Schneider Electric
[sector]
Technology
[team]
