Case Study: TNT Business Solutions achieves rapid global customer-care visibility and agility with Mendix

TNT Express Improves Customer Service Operations in Logistics

TNT Express needed better control and visibility over customer care operations handled by associates in about 170 countries. Janet Keeling, the newly appointed global head of associates customer care, required timely, detailed intelligence on incoming contacts, channels, enquiries and resolutions but found spreadsheet-based reporting impractical and slow for ongoing governance and improvement.

TNT built a custom reporting app, MyCustomerContacts, on the Mendix platform—developed in roughly a week with Mendix professional services—then deployed it to 200 users across 30 countries and hosted on the Mendix Cloud. Within a month Keeling had thousands of contact records, clear operational insight, and the ability to add users, regions and features without a developer; users reported positive feedback and requests for new features, enabling faster, more centralized management and continuous improvement.

TNT Business Solutions

Janet Keeling

Global Head of Associates Customer Service