How DHL accelerated processes by digitizing customs procedures

DHL is an international shipping company that has been operating in Georgia since 1995.

The company handles a large number of documents on a daily basis, especially in the parcel delivery process.

Moreover, according to the Georgian Customs Code, every completed declaration requires the recipient’s signature, which demanded significant resources from the company.

That’s why the need to digitize document workflows emerged - to enhance service quality and accelerate processes.

Giorgi Mokeria - DHL’s Customs Procedures Manager, shares the details and results of implementing Signify.

What challenges did you face before implementing Signify?

The customs procedures management team had to process hundreds of declarations and complete the necessary documents every day. According to the Georgian Customs Code, each finalized declaration required the recipient’s signature, which had to be submitted to customs in a signed form. In the past, this process was entirely manual: printing the document, signing it on-site, and returning it.

This often caused delays in submitting customs documents, disrupted daily reporting, and consumed unnecessary administrative resources. With Signify, signatures are now applied primarily to the documents that are mandatory under customs regulations.

For example, when a shipment arrives that requires customs clearance, a Form N4 is generated and the customer’s signature is required for final declaration. Previously, couriers collected these signatures in person. Now, customers sign the document in advance via Signify. As a result, the courier’s visit is significantly streamlined - they know exactly who the recipient is, and no longer have to collect signatures on-site.

How did you arrive at the decision to implement Signify?

At the time of implementation, DHL already had an internal system that digitally consolidated customer service processes. That’s when the idea emerged to integrate an electronic signature feature into the system - since the existing method of collecting signatures physically via courier or by email was resource-intensive.

We began searching for a suitable solution and quickly identified Signify. It was crucial for us to ensure that the platform could integrate seamlessly with our system, while keeping the process simple and secure.

How did the implementation process go?

The process proceeded smoothly without any complications, and the integration was completed within one week. Our IT team was actively involved, and the adaptation to the existing system was very rapid. Signify’s technical aspect works flawlessly, and we also receive support when needed.

Signify’s API was successfully integrated with DHL’s internal system, as a result of which:

• Every customer who needs to sign a declaration first receives an SMS notification from DHL, followed by the form to be signed. 
   
• The customer signs the document remotely, after which the courier goes to the address. 
   
• Since the document is already signed, the customer can designate a trusted person to whom the courier can deliver the parcel. 
   
• All signed documents are automatically archived in the system and are ready for submission to customs.

What changed after the integration?

Today, the declaration signing process is fully digitized and automated. This change has impacted both internal operations and customer experience:

• Paper-based signing, printing, and physical delivery are a thing of the past.
• Courier visits have been simplified, and the instances of order returns have decreased.
• Customers have greater flexibility - signing is possible from anywhere and at any time.
• The daily number of submitted declarations has increased.
• Time and financial costs have significantly reduced. The customer experience has become fast, convenient, and modern.

Signify's integration has directly improved service quality and company efficiency, representing a significant milestone in the DHL team's digital transformation.