Dmitri Tonitsoi, 2021

Logistics platform delivery tracking

Borzodelivery is an internatinal logistics platform for businesses and B2C customers. It used to have a limited customer delivery screen that left many possibilities for uncertainty which put lots of load on the support team.

Company Location

HQ: Mumbai, India. Operations: Brasil, Indonesia, Mexico, Turkey, India.

Founded

2012

Industry

Same-day Delivery

Annual Revenue

$450 million

Company size

1000-5000

Challenge

Real world B2B logistics are much more complicated than something like Uber or DoorDash. Prepaid or cash-on-delivery parcels, local payment methods like boleto bancário, or cases where the courier has to pay and collect goods – all these things add complexity.

The order tracking that doesn't reflect these nuances leaves customers uncertain about payment status, delivery type, or next steps, overloading the support team and slowing operations.

Results

In the updated delivery tracking customers now see all contextual info in real time. Optional actions like “Leave at door” or “Collect payment” appear automatically when relevant. Many reasons to contact support are eliminated.

This clarity reduced manual coordination between dispatchers, drivers, and customers, saving $250k+ annually and cutting support costs by 20%, while improving transparency and trust across B2B and B2C clients.

Research & Analysis

First I looked up everything that matters to the clients and keeps them calm – delivery statuses, payment information, courier contacts and vehicle info, necessary actions and expectations.

Payment type

Each combination (prepaid, cash, boleto, pay-and-recover) triggered distinct driver instructions, validation steps, and customer visibility states.

Payment type

Each combination (prepaid, cash, boleto, pay-and-recover) triggered distinct driver instructions, validation steps, and customer visibility states.

Payment type

Each combination (prepaid, cash, boleto, pay-and-recover) triggered distinct driver instructions, validation steps, and customer visibility states.

Actions on Arrival

“Leave at the door,” “Collect payment,” and “Pickup & return” all changed which actions were available and how confirmations were displayed.

Actions on Arrival

“Leave at the door,” “Collect payment,” and “Pickup & return” all changed which actions were available and how confirmations were displayed.

Actions on Arrival

“Leave at the door,” “Collect payment,” and “Pickup & return” all changed which actions were available and how confirmations were displayed.

Courier Visualisation

Car color, model, and plate number data linked to driver profiles, allowing visual recognition on the map and consistent trust signals.

Courier Visualisation

Car color, model, and plate number data linked to driver profiles, allowing visual recognition on the map and consistent trust signals.

Courier Visualisation

Car color, model, and plate number data linked to driver profiles, allowing visual recognition on the map and consistent trust signals.

Payment Types, Order Status

Then I mapped the dependencies between the statuses and payment modes. This helped define the logic that could support both B2B and B2C deliveries—covering prepaid orders, COD, local payment systems, as well as tasks where the courier had to pay or recover goods on behalf of the client.

Prepaid

Cash, Card

Buyout

Boleto

Prepaid

On The way

Arrived

Courier

Get to the address

Follow the client delivery instructions

Client

  1. Be ready to retrieve

  2. If needed select contactless delivery

  1. Meet the courier

  2. Collect the package

Prepaid

Cash, Card

Buyout

Boleto

Prepaid

On The way

Arrived

Courier

Get to the address

Follow the client delivery instructions

Client

  1. Be ready to retrieve

  2. If needed select contactless delivery

  1. Meet the courier

  2. Collect the package

Prepaid delivery –

Courier

On The way:
Get to the address

Arrived:
Follow the client delivery instructions

Client

On the way:

  1. Be ready to retrieve

  2. If needed select contactless delivery

Arrived:

  1. Meet the courier

  2. Collect the package

Cash, Card

Courier

On the way:

  1. Cash – get the change

  2. Card – get the terminal

Arrived:

  1. Request payment

  2. Pass the package

Client

  1. Prepare the payment

  2. No contactless delivery

  1. Make the payment

  2. Collect the package and change

Buyout

Courier

  1. Verify the package description to ensure the vehicle has enough capacity

  2. Verify the price and payment method to be ready to pay

  1. Check the package against description

  2. Pay and collect the package

Client

  1. Prepare the package

  2. If card – have the terminal ready

  1. Pass the package

  2. Collect the payment

🇧🇷 Boleto

Same as prepaid, but courier dispatches after the admin receives the payment clearance in the dashboard.

Tables like this one help make sure every combination is accounted for. And there is back and forth within the team, which means development is less expensive.

From Use Cases to User Interface

  • Prepaid – Courier must be instructed to look out for "Leave at the door" instructions, if provided.

  • Paid – both parties are informed about the price and payment details.

  • Buyout – same as payment, but now the courier is buying the package. UI facilitates this.

  • Prepaid – Courier must be instructed to look out for "Leave at the door" instructions, if provided.

  • Paid – both parties are informed about the price and payment details.

  • Buyout – same as payment, but now the courier is buying the package. UI facilitates this.

Conclusion

$250k

Сosts removed

20%

Less customer support work

The redesigned delivery tracking experience unified complex B2B and B2C scenarios into a single, clear customer journey. By addressing every payment type and delivery condition the system reduced uncertainty for clients and removed guesswork for couriers.


As a result, the platform achieved over $250k in annual cost savings and a 15–25% reduction in support workload, while delivering a noticeably smoother, more transparent experience for both partners and users.

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