How to Navigate Cloud-Based WCM and DXP Solutions   –
Lire le rapport Gartner®
CASE STUDY | 12 MINUTE REAd

Global Express Rolls Out New Intranet and Website in Eight Weeks

Australia’s premier transportation and logistics company built two new solutions using Liferay DXP in the cloud.
Image
Logo
2
months to launch
40,000+ 
hits
40%
booking rate
Outline
Jump to Section

Key Takeaways

  • Deploy fast with a cloud solution.
    Global Express was able to get both their intranet and website live within two months despite a quick turnaround and organizational re-shuffling.
  • Add critical self-service functionality to your platform for time-saving results. 
    With employees able to self-service through the intranet and customers able to track shipments themselves on the website, employee productivity has increased and customer calls to the call center have gone down.
  • Meet unique challenges head-on with out-of-the-box thinking.
    For the Global Express employees that don’t work in a traditional office, the IT team was able to create a way for them to access the intranet without the mechanics of a formal identity management system.

Background

Global Express builds innovative and tailored solutions across road, rail, air, and sea, providing transport, logistics, and business offerings to customers throughout Australia and New Zealand. Moving the businesses that move the world, Global Express can transport the smallest parcel to the most complex freight anywhere it needs to go.
Liferay Solutions
Ready to see what Liferay can do?

Challenges

When Global Express switched parent companies, their technology requirements changed too. Under an entirely new management team, 11,000 employees had to shift organizational structures within a tight timeframe, and those employees needed a secure intranet that would help guide them through the transition.

Global Express’s intranet would have to be:
  1. Informative and up to date. Policies, relevant information including a complete user directory, and news all needed to be easily digestible and searchable.
  2. Hosted on a reliable platform. The IT team didn’t have the time or the resources to host an intranet solution on their own.
  3. Accessible in unique situations. Most of Global Express’s employees like frontline drivers and forklift operators didn’t have regular technology access but still had to be connected to the intranet in some way.
I really feel that it is … one team, it’s not just a vendor and a supplier relationship—we’re all invested in this together.
Grant Pattison
Head of IT

Implementation

Global Express turned to Liferay to implement their new intranet solution, having leveraged Liferay technology for more than five years through their digital self-service and ordering platform. Global Express told the Liferay team the intranet had to be live within four weeks, so Liferay recommended a Liferay DXP Cloud-hosted platform, which would enable fast deployment and hands-off maintenance.

With the aid of Liferay Professional Services, one-on-one internal training, and Liferay University, the Global Express team got the freshly-branded intranet up and running on time.

The intranet, called GEConnect, was so successful that the Global Express team leveraged Liferay to create another important solution: a public website that would serve customers and parcel receivers. As the Head of IT, Grant Pattison, put it, “We were able to … stand up two fundamental platforms for the new company inside a couple months using the same team and the same infrastructure and the same approach.” 
Image

Results

With all 11,000 employees able to use GEConnect, user feedback for the intranet has been positive. Because users can self-service by performing tasks like raising an IT ticket, finding their payslips, reading up on different policies and procedures, and more, productivity has increased. Workers with limited access otherwise can get access to the intranet by registering their mobile number and receiving text updates. 

As for the new website, self-service options have reduced calls to the call center and increased revenue, as visitors can now track their own shipments, request quotes, and make inquiries.

The website has also experienced the following benefits since launch:
  1. Increased booking rate.
    Now that streamlined options simplify the decision-making process for the end user, 40% of quote requests convert to bookings.
  2. #1 search result.
    Before, Global Express had limited to no web presence with their website, but now the new website ranks as the first search result, driving traffic to the right place.
  3. 40,000 monthly hits.
    In just a few months since launch, Global Express has seen a massive upsurge in traffic, with the organic growth quickly turning the website into a key asset.
Although the IT team set up GEConnect and the website, the business side is able to run day-to-day updates because of Liferay’s low-code friendly platform. Up next for Global Express is a full rebranding as they expand from B2B to B2C as well, dedicated to providing customers throughout New Zealand Australia with exceptional and timely service.