Case Study: Streamlining Customs Operations for an FDI Logistics Firm
- Nhi Hong
- Oct 8
- 3 min read
By: Nhi Hong
Client: A global logistics company with over 30 years of experience and presence across 40+ markets.
Market: Vietnam (5 years of operation at the time of engagement).
Service scope: International small-parcel transportation (B2B & B2C).
1. The Challenge
When the client shifted Customs Clearance from a third-party provider to an in-house team, daily operations quickly became overwhelmed.
Multiple inbound routes from different countries, unclear responsibilities, and poor cross-team hand-offs led to:
Delayed shipments and daily customer complaints
Soaring overtime and warehouse fees
Escalating compensation costs
Frustration across regional, local, and customer-facing teams
The leadership team needed to regain control—fast—without disrupting ongoing shipments.
2.Our Approach
SOSP Consulting was engaged for a 10-week improvement project, combining Lean Six Sigma methods with practical change management.
2.1 Diagnosis (Weeks 1–2):Through on-site observation, stakeholder interviews, and daily coaching, we helped the team stabilize immediate issues while identifying root causes.Small wins were introduced early—adjusting communication loops and clarifying response responsibilities—to reduce chaos without halting operations.
2.2 Process Redesign (Week 3):We mapped the full customs clearance workflow, defined hand-offs, and clarified escalation paths.Leadership alignment and risk assessments ensured the new process was operationally realistic.
2.3 Pilot & Adjustment (Weeks 4–6):New workflows were tested in live operations.KPIs such as handling time, detention rate, and customer satisfaction were tracked daily to ensure measurable improvement.
2.4 Launch & Handoff (Weeks 7–10):The redesigned process was rolled out officially with clear SOPs, visual process maps, and internal trainers trained for sustainability.An email automation tool was introduced to streamline shipment notifications—reducing manual work without heavy tech investment.
3. The Results
Within two months of implementation:
35% decrease in detained shipments due to inspection
40% reduction in handling time
30% improvement in customer satisfaction
60% reduction in compensation costs
The project not only stabilized the service but also restored customer trust and team morale, setting a foundation for scale.
4.The Takeaway
Operational chaos rarely comes from “people problems.”It’s almost always a system issue — misaligned processes, undefined roles, and missing feedback loops.
But even the best-designed process won’t work without leadership buy-in and consistency.When leaders commit to the new way of working, teams follow through — and real change sticks.
By combining Lean process design, change management discipline, and leadership alignment, even fast-moving logistics operations can rebuild structure while keeping daily work running.
If your logistics or import/export team is showing similar symptoms —
delays, rising costs, or recurring customer complaints — it may be time for a process diagnostic.
📩 Book a free consultation with SOSP Consulting Group to identify your next improvement priority.
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About SOSP Consulting Group
We are SOSP Consulting Group, a team dedicated to helping young startups and SMEs solve their most pressing operational problems with a modern, agile approach.
Whenever you’re spending more time firefighting than growing, your team is overwhelmed, and you're not ready to scale - we're here to help.
We provide an Operations Hub that delivers professional, ready-to-implement systems. By applying proven frameworks and our experience across diverse service industries, we help you:
Streamline processes and boost team productivity.
Optimize costs and free up valuable resources.
Prepare your business for strategic moments like new product launches or organizational change (M&A, Restructure, Digital Transformation, Expansion....)
We provide effective, scalable solutions faster than an in-house team, ensuring every project is aligned with your customer needs and long-term business goals.
Book a free call for OPS Consulting.
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