Orchestrating the journey between customer, store, and logistics

How it worked before automation

A delivery request required several manipulations:

• complete a booking on paper;
• have a salesperson encode the information;
• verify the data;
• transmit the request to the logistics service;
• track its status separately.

The same information therefore passed through several people before reaching the system responsible for organizing the delivery.

A terminal directly accessible to the customer

We developed an application installed on in-store terminals.

Customers could enter their booking directly at the point of sale. The journey was designed to collect the expected data in a usable format, without asking a salesperson to copy the form.

This autonomy did not remove the team’s role. It shifted that role toward higher-value actions: supporting the customer when needed, checking the request, and validating it.

Connecting validation to logistics execution

After validation by the team, the data was transmitted automatically to the central logistics platform.

A back office let staff:

• view requests;
• check and validate bookings;
• organize their processing;
• track delivery status;
• retrieve information without going back to paper forms.

The solution was deployed and used by customers in the Anderlecht and Quaregnon stores.

The impact

The new workflow brought:

• less manual encoding for sales staff;
• fewer errors when transferring information;
• direct transmission to logistics;
• better visibility for teams;
• a clearer separation between customer entry, store validation, and logistics execution.

What this project demonstrates

Electro Dépôt shows how to automate a process without removing the human checks that are still needed.

The customer enters the information, the system structures it, the team validates it, and the logistics tool receives it. Each actor steps in at the right moment, without re-entering the previous person’s work.