• DHL Group
  • DHL Group
  • Transporte e Logística
  • Germany


automation ratio of Duty Billing Process


global users 


million cases processed per year

350 FTEs

work automated annually

The DHL Group’s slogan is ‘Connecting People, Improving Lives’. The global logistics company used Bizagi to further connectivity within its operations, acting as an orchestrator of its tech stack and enabling end-to-end automation of 24 processes, including Duty VAT Billing, Vendor Master Data Management, Global Procurement Help Desk, and more.

The Bizagi platform was deployed globally by its Global Business Services (GBS) team across the DHL Group in 17 languages. The objectives are to integrate and optimize business operations, processing over 5 million cases per year. In the Duty VAT Billing process, Bizagi works alongside Oracle, UiPath and ABBYY, providing digital process automation to enable end-to-end automation of the process, achieving a 95% automation ratio. Bizagi was used to create a Vendor Master Data Management Portal to improve user experience for employees, customers, and stakeholders. Bizagi eliminated the need for manual intervention by connecting the systems and saved many FTE with end-to-end automation.

Bizagi allowed us to build digital services and to achieve savings while increasing the quality of our processes. We have created harmonized and resilient processes in our Global Business Services organization, which we would not be able to do without Bizagi. It is a key success factor of this program."

Timo Neff

Team Lead, Automation Designers & Architects


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  • Orchestrate and connect disparate tech stack
  • End-to-end automation of VAT Duty Billing process to maximize potential of RPA bots processing 50,000+ invoices a day
  • Create Vendor Master Data Management (MDM) portal to allow vendors to add and update their own details
  • Ensure compliance within new vendor creation process for billing details and third-party approval
  • Improve user experience and eliminate manual tasks
  • Improve efficiency and compliance by connecting systems


  • 95% automation rate in Duty VAT Billing process
  • 320,00 global users of Vendor Master Data Management (MDM) portal
  • 5 million end-to-end cases processed per year using Bizagi
  • Platform used in 190 countries and available in 17 languages
  • Automated equivalent of 350 FTEs annually
  • 1,000 vendors processed via Vendor MDM portal
  • Process modeling used to integrate vendor portal systems into single workflow
  • Standardized workflow ensures compliant vendor selection and automatically generates details for audit
  • Vendors can interact with portal as well as employees – fill forms to directly update data and request invoice status
  • Eliminated manual tasks with process automation
  • Bizagi orchestrates systems to optimize operations providing complete visibility