Building a Self-Service Order Tracking Platform with Real-Time Visibility at Scale

Customer Snapshot

Industry: Logistics & Supply Chain

Region: South Africa‍

Platform: Enterprise order tracking mobile application + admin platform

Engagement Model:

• Custom Software Development
• Mobile App Development
• Platform Engineering
• Enterprise Digital Product Build

The Challenge

Vector Logistics needed to modernise how customers and merchandisers accessed order and delivery information - while protecting the stability, security, and performance of its enterprise systems.

Key challenges included:

High customer service load

• Customer Service Centre overwhelmed with repetitive order and delivery queries
• Merchandisers and customers lacked direct access to real-time order data
• Slow response times negatively impacting service levels and satisfaction

Limited visibility for customers

• No self-service access to order and delivery status
• Inconsistent communication around delays or ETA changes
• Heavy reliance on manual follow-ups and phone calls

Enterprise integration complexity

• Required secure, read-only integration with SAP order management systems
• Needed to preserve data accuracy, performance, and uptime
• Platform had to support thousands of users across regions

Security, reliability & scale

• Strict security and audit requirements
• Target availability of 99.999%
• Architecture needed to scale for increasing delivery volumes over five years

The Goal

• Deliver a self-service order tracking platform for customers and merchandisers
• Reduce pressure on the Customer Service Centre
• Provide real-time visibility into orders, deliveries, and ETAs
• Integrate securely with SAP as the system of record
• Build a scalable, cloud-native platform with enterprise-grade availability

Scrums.com Solution

Scrums.com delivered a cloud-native, self-service logistics platform combining mobile, web, and backend services - designed for scale, security, and operational clarity.

Key components included:

Self-service order tracking platform

• Mobile application for customers and merchandisers
• Secure authentication and user verification
• Real-time access to authorised orders
• Order search, filtering, and status history
• Clear delivery status and estimated time of arrival (ETA)

Push & email notifications

• Order status changes
• Orders en route
• Delivery confirmations
• Delays or ETA updates
• Reduced dependency on manual follow-ups

Administrative management platform

• Web-based admin PWA
• User verification and access control
• Permission management aligned to SAP identifiers
• Role-based access separating administrators and end users
• Simplified governance and reduced permission overlap

Enterprise-grade architecture & integration

• Secure, read-only SAP integration
• Authenticated API interactions
• Near real-time data synchronisation
• AWS-based cloud-native, serverless infrastructure
• Automated provisioning and security controls

Security & compliance

• OWASP-aligned security practices
• Encrypted data in transit
• Full audit logging of user and system actions

Design & quality

• Centralised project wiki and documentation
• Detailed Software Requirements Specifications (SRS)
• Clearly defined non-functional requirements: Security, Reliability, Performance, Maintainability
• Agile delivery with continuous stakeholder engagement
• Cross-platform testing on iOS and Android
• Structured testing and release sign-off with client teams

Results

• Customers and merchandisers gained instant, self-service access to order and delivery information
• Significant reduction in repetitive Customer Service Centre queries
• Improved service levels through faster, transparent communication
• Secure, scalable platform supporting thousands of enterprise users
• Clear documentation supporting onboarding, maintenance, and long-term ownership

The platform achieved its core objective: reducing operational friction while improving customer experience—without compromising reliability or security.

Why This Matters

For logistics enterprises, visibility and reliability are critical to customer trust.

Vector Logistics achieved:

• Reduced operational load on customer support teams
• Real-time transparency for customers and merchandisers
• Enterprise-grade availability without excessive operational overhead
• Secure integration with core SAP systems
• A scalable digital foundation for future growth

Modern logistics platforms are no longer optional

They’re a competitive advantage.

Scrums.com helps logistics and supply chain organisations build secure, scalable self-service platforms that reduce operational load and elevate customer experience.

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