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Case Study

How a Global Logistics Leader Partnered with The DDC Group to Redefine Brokerage Operations

From Regional Support to Global Resilience

A world-leading logistics provider approached The DDC Group with a focused ask: support brokerage processing across Europe.

We started with just 10% of their workload in the region. Within months, we scaled to 75% coverage across 30+ countries, including Austria, Belgium, France, and the United Kingdom. As confidence deepened, so did the mandate.

Today, The DDC Group supports their brokerage operations across four continents, helping shipments move seamlessly around the world - on time, in compliance, and at scale.
Global Logistics

The Challenge

Build a smarter brokerage engine. Fast.

With shifting regulations, growing volumes, and rising complexity, our client needed more than additional hands. They needed a strategic partner who could:

  • Scale operations across regions
  • Ensure accuracy in every declaration
  • Handle surge volumes without delay
  • Navigate regulatory shifts like Brexit with confidence
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The Approach

Fast where it counts.
Steady where it matters.

From the start, our goal wasn’t just to meet KPIs, it was to build a brokerage support system that was scalable, stable, and accurate by design.

We took on the work, and made it sharper, faster, and more resilient.
Through process redesign, embedded QA frameworks, and a proprietary workforce management tool,  we delivered a flexible model that could adapt fast, without compromising quality.

What we delivered
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Strategic Scaling

Grew team from 20 to 1,385 agents

Built delivery hubs across the Philippines, Bosnia and Herzegovina, and Serbia

Processed 43M+ shipments annually, without linear headcount growth
time

Speed Without the Stress

Onboarded 515 agents in under 3 months

Staffed compliance-specific roles in under 4 weeks

Managed smooth seasonal transitions and peak demand surges
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Accuracy at Every Layer

Delivered 100% QA-verified accuracy in critical workflows

Hit 130% efficiency benchmarks in customs clearance

Maintained 100% on-time performance

Designed for Change, Ready for Scale

Brexit marked the beginning of our engagement.
It was a period defined by new rules, tight timelines, and high stakes for cross-border trade. Our work began with the goal of supporting smooth customs clearance during this transition, and it laid the groundwork for a broader global operation. As regulatory environments continued to evolve, the systems, teams, and processes established early on proved adaptable and resilient. What started as a regional solution now supports multi-continent operations, meeting complexity with consistency every step of the way.

Technology That Powers People

Our proprietary workforce orchestration platform played a key role in:

  • Predictable resource planning
  • Real-time performance tracking
  • Smoother team transitions across regions and time zones

It ensured we could scale operations while maintaining visibility, accountability, and quality, at every level.

Built for What’s Next

This partnership has grown deliberately, not reactively. Every phase, from European brokerage support to global operations, was guided by performance, precision, and trust. As we align with our partner’s 2025 goals, we’re investing in:

  • AI-powered workflows
  • Enhanced supervisory frameworks
  • Global team engagement and retention strategies

Because at The DDC Group, performance shows up in the everyday, when exceptional results become standard practice.

Let’s Move Forward, Together.

For freight forwarders who want more than just operational support, The DDC Group teams deliver outcomes at scale.

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