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Customs disorder to full control
Bringing structure, visibility and reliability into the customs clearance picture
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Customs clearance is more than an operational necessity – it’s a critical strategic business function that directly impacts compliance, business continuity, costs and customer service. Yet for one leading consumer health company, customs management had become increasingly chaotic.
Engaged in import and export activities across multiple regions, the company faced growing customs clearance challenges around visibility, governance and compliance. Recognising the risks, the company launched a request for quotation (RFQ) to identify a customs clearance partner capable of bringing structure, transparency and control to its global operations.
Kuehne+Nagel was selected to support customs activities, delivering a standalone customs clearance solution built around standardisation, visibility and AI-enabled data management.
Challenge
Flying blind: operating without visibility or control
Before partnering with Kuehne+Nagel, the company lacked a comprehensive framework overseeing its customs operations.
There were no standardised operating procedures (SOPs) in place among the customs brokers they worked with, resulting in unclear ownership of processes and limited visibility into the management of declarations. Important documentation, including invoices, declarations and supporting customs records, were difficult to locate and access. Teams struggled to determine who had cleared specific shipments, what information had been submitted, and why particular decisions had been made.
This absence of documented workflows created significant compliance oversight, left the organisation vulnerable to regulatory risk, and meant that key business processes were not audit-ready, exposing the business to potential compliance infringements and governance concerns.
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The customs blind spots became particularly apparent during audit periods
To navigate customs audits, the company regularly engaged external consultants to assess documentation and ensure compliance.
Internal teams first needed to identify which broker had handled each shipment before requesting copies of supporting documents. Follow-up questions from auditors typically triggered additional rounds of investigation, requiring explanations and justifications for customs decisions that could be difficult to trace back to any documented process.
Without clearly defined SOPs, the company had no consistent benchmark against which to evaluate broker procedures or customs decisions. When questions arose, there was no established framework to determine whether procedures had been followed correctly.
Beyond operational inefficiencies, this lack of traceability exposed the organisation to compliance breaches. Incomplete documentation, limited audit trails, and inconsistent processes increased the possibility of fines, penalties, or regulatory challenges. The recurring need for external consultants added further cost and administrative burden.
The company needed more than a customs broker. It needed a solution that could establish governance, improve visibility, and create confidence in every customs declaration.
Solution
Building a centralised and compliant customs clearance model
Realising that this model was unsustainable, the company launched an RFQ to find a partner who could bring order to the chaos. After identifying Kuehne+Nagel as the right fit, we stepped in to take the lead across six critical markets. The goal wasn't just to clear goods – it was to build a partnership rooted in trust and a solution focused on creating consistency, transparency, and control across the customer's customs operations.
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At the core of the solution was a fully documented customs SOP
Our team of customs experts established a single set of standards and processes governing customs activities, ensuring that declarations would be handled consistently across all participating markets.
To support execution, Kuehne+Nagel introduced a dedicated control tower to serve as the central point of contact for the customer. Acting as the operational hub, the control tower receives customs orders, validates information, prepares documentation, and electronically distributes requests to the appropriate country where customs declarations must be completed. This centralised approach means that a single team develops deep knowledge of the customer's business while maintaining quality and consistency across markets.
Adopting AI-driven technology
The solution also incorporates Kuehne+Nagel's AI-driven customs technology, Claire, to strengthen process compliance and reduce the risk of manual errors.
Using rules aligned to the customer's SOP, AI was leveraged to validate information during the creation of customs declarations. Missing data, inconsistencies and potential compliance concerns are identified before declarations are submitted. By embedding these controls into the workflow, the system helps prevent errors rather than addressing them after they occur. Instead of simply processing declarations, the solution incorporates agreed validation checks and quality controls designed to reduce risk and improve overall customs governance.
Beyond validation, our AI-driven technology Claire helped create a centralised archive of customs documentation. Invoices, declarations and records are systematically stored within a single repository, making information readily accessible whenever required. This creates a transparent and traceable digital record for every customs activity.
The result is a structured, technology-driven customs model that combines expert knowledge, centralised management and intelligent automation.
Results
Visibility, compliance and long-term efficiency
The transformation has given the company something it previously lacked – complete visibility into its customs clearance activities.
With standardised processes, a central operational team and a unified document repository, customs operations can now be monitored, tracked and reviewed with confidence. Information that was once scattered across multiple brokers and systems is available through a structured and accessible SOP.
The business has also achieved a significantly stronger compliance position. Fully documented procedures, embedded validation controls and comprehensive document archiving have created an audit-ready environment designed to withstand regulatory scrutiny. Rather than scrambling to gather evidence before audits, teams now have immediate access to the records required to demonstrate compliance.
In addition, the company is well-positioned to make meaningful cost efficiencies. By eliminating the need to repeatedly engage external consultants to locate documentation, reconstruct customs records and navigate audits, the company can reduce both direct costs and internal administrative effort.
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Most importantly, the business has moved from a reactive model of customs management to a proactive one
What was once characterised by fragmented processes, limited visibility and compliance uncertainty has been replaced by a centralised, transparent and technology-enabled customs clearance operation. By combining customs expertise, structured governance and AI-driven validation, Kuehne+Nagel helped a leading consumer health firm transform customs clearance from a source of operational risk into a strategic advantage.
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Ready to turn customs into a competitive advantage?
Learn how our customs clearance services can help you cut costs, reduce compliance risk, and keep your supply chain moving with confidence.
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