Case Study: DHL Global Forwarding, Freight achieves global process automation and rapid ROI with UiPath

Growing Shared Services Capabilities via RPA-enabled Human and Virtual Service Centers

DHL Global Forwarding, Freight (DGFF), the Deutsche Post DHL Group’s global air, ocean and overland freight‑forwarding arm with five Global Service Centers and over 4,500 employees, needed to streamline finance and logistics processes, remove internal bottlenecks, and build a global process automation hub to keep shared services at peak performance. DGFF selected UiPath and the UiPath Enterprise RPA Platform (in collaboration with partner Capgemini) to drive this digital transformation.

UiPath delivered a hybrid model of Human Delivery Centers and a Virtual Delivery Center enabled by the UiPath Enterprise RPA Platform, established a Center of Excellence and an Idea2Robot lifecycle, and rolled out a pilot “Post Flight” robot that automated data extraction and exception reporting. The pilot redeployed 15 of 30 staff to higher‑value work, achieved full ROI in one month, improved supply‑chain transparency and service quality, reduced costs, and scaled automation through a nearly 30‑person Virtual Delivery Center—demonstrating clear, measurable efficiency gains with UiPath.

DHL Global Forwarding, Freight

Frank Schüler

Managing Director, Global Service Center