The world’s fastest international shipping provider relies on their US customs clearance team to perform a crucial process: ensuring goods can legally enter and leave the country. The team had an initiative to migrate from the customs clearance system they had built in the early 2000s to a powerful new engine. A key requirement for the initiative was the capability to improve the cycle time before the migration, determine performance standards for the new system, and report on the productivity gains and overall ROI of this major system migration. Furthermore, they needed to continuously monitor agent performance in the new system in order to maintain their position as the world’s fastest international shipping company.
Mimica improved processes in advance of a system migration
To optimize existing processes and establish new performance benchmarks, the team needed full visibility of the existing workflows and actionable recommendations for improvement. Mimica automated this process discovery effort, savings months of disruptive work on time studies and capturing 20x more data than they could previously compile manually. With these insights, they were able to decrease the cycle time for customs clearance processes before rebuilding them in the new system.
Mimica provides continuous monitoring against productivity and performance benchmarks
Post-migration, the team was able to rapidly derive new productivity benchmarks, cascade these standards to the whole customs clearance organization, and identify immediate improvements. Within three weeks of the transition, the team was able to showcase a clear and objective ROI to executive leadership. Moreover, Mimica enabled the company to continuously measure agent performance against the new standards — ultimately improving US customs clearance lead time by a significant percentage and enabling a major free cash flow improvement in 2024.
