GLS Poland deployed Back Office across 51 depots, achieving a 2x increase in weekly active users in six months and dramatically reducing the phone calls needed to answer delivery status questions.
Part of the General Logistics Systems Group, GLS Poland is one of the country's leading parcel delivery networks. With 8 hubs, 51 depots, and over 2,200 daily routes, they manage complex operations with a high standard of precision, scale, and responsiveness.
GLS Poland has been working with Bettermile for over two years, using the full product suite: Better Places, Better Tracking, Better Route, and Back Office. Their collaborative approach and openness to testing new tools has made them a key co-development partner in shaping product improvements.
Before introducing Back Office, teams struggled with a lack of visibility into the progress of routes in real time, especially in busy, high-volume depots. Without an overview of ongoing routes, depot staff had to rely on manual reports and reactive follow-ups to resolve issues. It was difficult to clearly track route progress or intervene early when problems arose.
Onboarding new tools naturally came with some skepticism - often rooted in fears about technology replacing people. But with clear messaging and supportive onboarding, those concerns were gradually replaced by confidence.
"This is not about replacing people. Just like when scanners replaced paper lists - it’s a shift meant to help."
Gabriel Gawron, Business Product Owner GLS Poland
With an established track record of successful rollouts across the Bettermile suite, GLS Poland was a natural early adopter of Back Office. Activation required no extended onboarding - once the necessary data integrations were completed, the system was immediately available for use.
Back Office brought together essential capabilities for real-time steering and data-driven decisions:
• Route-level overview in real time: Instant visibility into delivery progress through ‘Live Status’ dashboards.
• Insights on digital adoption: Trends in app engagement through the ‘Usage & Analysis’ view.
• Customizable performance metrics: Combining live KPIs with historical views for both tactical and strategic decisions.
• Route-driven history: Provides an overview of route execution compared to the suggested sequences, enabling teams to investigate issues and optimize routing accuracy.
Thanks to role-based access, every user sees only the information relevant to their responsibilities. This feature makes Back Office a truly cross-functional platform.
Within just six months, Back Office has transitioned from pilot phase to a mission-critical tool across all operational tiers. As of June, 2025:
• 30 minutes per day: Average usage time per depot employee or transport partner
• 57% of active users return daily to Back Office: Showing strong product engagement
• 2× increase in weekly active users over six months
Most used features:
- Live Status – real-time visibility of the progress of active delivery routes
- Usage & Analysis – understanding app engagement and getting customized recommendations
- Route Performance – comparing success rates and delivery KPIs over time
Although exact time savings are hard to quantify, depot and transport partners consistently report fewer phone calls, faster problem-solving, and smoother coordination. As Gabriel notes:
“Before, answering a simple 'Where is my parcel?' question could mean three or more phone calls. Now, we get the answer with one click.”
GLS Poland’s collaborative mindset continues to drive product development forward. Their openness to piloting new tools, coupled with timely and detailed feedback, has contributed directly to improvements in Back Office functionality - benefiting not only their own network, but the wider Bettermile suite.
One of the biggest advantages of Back Office is giving every depot real-time visibility into what’s happening on the road. Teams could spot issues early - before they impacted parcel delivery or required escalation. While initially underestimated, features like Live Status and Usage & Analysis became highly valued tools. For example, depots were able to quickly gain insight into driver app engagement.
GLS Poland’s rollout of Back Office demonstrates what’s possible when modern delivery data meets a committed operational approach. From daily coordination to customer experience and product development, Back Office became more than a tool - it became essential infrastructure.
“With Back Office, we finally feel in control of what’s happening across depots as it happens - not just after it’s done. This is a key success factor behind one of the best-run implementations in GLS Poland’s history.”
Gabriel Gawron, GLS Poland
