Case Study: CTT (Correios de Portugal) achieves 75% faster customs clearance and reduced claims with OutSystems

Portuguese Post Office Simplifies and Accelerates Customs Clearance Processes With OutSystems

CTT, Portugal’s national postal service, faced growing delays and customer frustration as e-commerce drove more inbound parcels requiring customs clearance. Manual, email-based communications and resource‑intensive processes lengthened release times and increased claims, undermining customer experience during the company’s broader digital transformation.

Using OutSystems and agile DevOps practices, CTT built a new customs‑clearance web portal embedded in its site—four developers completed the project in three months instead of an estimated eight. The portal made the process traceable and sped communications: average clearance times fell from eight weeks to four, “no‑issue” cases dropped from four weeks to two business days, related claims declined, and the site now has over 5,000 registered users.

CTT

Pedro Santos Gomes

IT Director