Back in the day, this was all handled manually in Excel – with paper forms, digital camera photos, and endless file uploads. If the customer service rep was lucky, they’d eventually find the right parcel in a spreadsheet. If not… well, that package’s fate was sealed.

That’s when DPD decided it was time for a better, scalable, and internationally adaptable solution. They partnered up with Virgo, and the result was Lost & Found — a fully digital system that not only streamlined the process but boosted the success rate of recovered parcels to 90%.

Lost & Found in Action

In the new system, every unidentified parcel is logged and processed digitally — with photos, metadata, and automated tracking.

When a customer calls, the service team can instantly access the database, while couriers or hub workers upload photos of the package. Image recognition algorithms read the labels and automatically match them to the customer’s reported issue. At the end of the workflow, all reports are generated automatically – up-to-date, accurate, and fully digital.

What used to be a time-consuming manual hunt is now a transparent, searchable, and automated process.

Data is easy to track, photos are organized, and reporting is just a click away. The result? Faster, smoother, and far more reliable case handling.

Virgo’s Role – Agile Minds, Smart Solutions

The challenge? Deliver a working product in record time – in a fast-changing business environment. Virgo’s strength was its ability to quickly assemble an agile, senior-level development team led by a Scrum Master, ready to adapt to shifting priorities on the go.

To make it work, Virgo restructured internal resources to build the perfect team for DPD.

From UX/UI design to front-end, back-end, and system integration – Virgo covered the full spectrum. This wasn’t about “selling people”; it was about building a true partnership that would create long-term value.

How Virgo Became Part of DPD’s Workflow

One key aspect of the Lost & Found project was that Virgo didn’t just deliver a product – it provided development capacity. A complete team, with a Scrum Master at the helm, fully embedded into DPD’s internal operations.

This meant DPD didn’t have to waste time recruiting or onboarding – experienced developers jumped in and started producing results from day one. For Virgo, this wasn’t simple “resource lending.” These were dedicated professionals still rooted in Virgo’s supportive environment, motivated and aligned with the project vision.

The outcome? An integrated team model that allowed quick responses, agile decision-making, and a truly seamless collaboration. DPD’s requirement was clear: integrate external services into internal systems. Virgo’s job was to make it happen – fast, effectively, and at top technical quality.

Challenges & Solutions

DPD’s biggest headache was the manual, Excel-based workflow – slow, error-prone, and impossible to scale internationally. They needed a digital system where lost parcels could be tracked across borders, with minimal human error and maximum efficiency.

Virgo built an integrated platform that combined photo-based data entry, text recognition, and automated reporting. The result: faster, more accurate, and far more transparent operations.
Customer service agents can now locate problematic parcels in seconds, while reports generate automatically – clean and error-free.

What Virgo Delivered

Virgo’s contribution covered everything from concept to launch.

• The front-end design focused on intuitive, easy-to-use interfaces for customer service and operations teams.
• The back-end provided a solid, secure, and scalable foundation for data handling and integrations.
• And the Scrum Master ensured the entire development stayed agile, transparent, and on time.

Scrum Master Bea Őry also played a key role in stakeholder education – helping business-side partners understand agile principles in practice. Many admitted they learned a lot from the collaboration, and the regular sprint reviews gave them the visibility and predictability they needed.

The UX/UI design started with real user needs, ensuring the system was not just functional but comfortable and logical in daily use.

And when the project wrapped, Virgo stayed on board for maintenance and operation, ensuring long-term sustainability.

Deliverables

DPD received a modern, multi-layered system that delivered tangible business value. The responsive front-end enables fast, efficient work, while the back-end provides a secure backbone for data management and reporting. The design documentation ensures the platform remains scalable and user-centered for years to come.

Behind the scenes, robust infrastructure keeps the system reliable, always on, and ready to grow.

Results

The biggest win?

90% of lost parcels now find their way home.

The old, error-prone manual processes were replaced with a sleek, automated digital system – saving time, reducing mistakes, and improving customer satisfaction across the board.

Customer service runs smoother, cross-border scalability is now reality, and the partnership between Virgo and DPD evolved into a strategic long-term collaboration, not just a one-off project.

Key Takeaways

The Lost & Found project offers lessons for any organization. Manual, temporary solutions like Excel can only take you so far. At a certain scale, they simply can’t keep up. If a company hesitates to change, errors multiply and customer satisfaction plummets.

Agility wasn’t just a buzzword here – it was the key to success. Without fast adaptation to changing needs, the project would never have launched on time. Equally crucial was user experience: the system became truly valuable because people love using it.

Automation was another game-changer – freeing up time, reducing errors, and giving everyone more confidence in the process.

And perhaps the most important lesson: partnership.
Virgo wasn’t just a supplier; it was a strategic ally invested in DPD’s long-term success.
Both sides walked away richer in experience, knowledge, and trust – paving the way for future collaborations.