Article: Digitalising the sales process for e-commerce warehouse services at a logistics service provider Journal: International Journal of Logistics Systems and Management (IJLSM) 2025 Vol.52 No.5 pp.1 - 25 Abstract: Online shopping has grown in popularity in recent years, and e-commerce is expected to continue expanding. Logistics service providers (LSPs) play a crucial role in e-commerce, as e-tailers outsource transportation and warehousing to focus on their core business. E-commerce represents a significant new market, but rising operating costs, labour shortages and limited warehouse space necessitate enhanced efficiency and productivity. Traditionally, LSPs have tailored their services to individual client needs, but balancing this customisation with a growing client base is challenging. Thus, standardising services and digitalising sales processes are essential to meeting this demand. This study explores the development of a sales tool designed to digitalise the sales process for e-commerce warehouse services at a leading global LSP through action research. The case study showed that the approach could guide LSPs in the development of a sales tool, streamline business processes and centralise data, potentially improving data quality in the future. Inderscience Publishers - linking academia, business and industry through research

Title: Digitalising the sales process for e-commerce warehouse services at a logistics service provider

Authors: Erika Marie Strøm; Tine Meidahl Münsberg; Lars Hvam; Anders Haug

Addresses: Department of Civil and Mechanical Engineering, Technical University of Denmark, Koppels Allé 404, 2800 Kongens Lyngby, Denmark ' Department of Civil and Mechanical Engineering, Technical University of Denmark, Koppels Allé 404, 2800 Kongens Lyngby, Denmark ' Department of Civil and Mechanical Engineering, Technical University of Denmark, Koppels Allé 404, 2800 Kongens Lyngby, Denmark ' Department of Business and Sustainability, University of Southern Denmark, Universitetsparken 1, 6000 Kolding, Denmark

Abstract: Online shopping has grown in popularity in recent years, and e-commerce is expected to continue expanding. Logistics service providers (LSPs) play a crucial role in e-commerce, as e-tailers outsource transportation and warehousing to focus on their core business. E-commerce represents a significant new market, but rising operating costs, labour shortages and limited warehouse space necessitate enhanced efficiency and productivity. Traditionally, LSPs have tailored their services to individual client needs, but balancing this customisation with a growing client base is challenging. Thus, standardising services and digitalising sales processes are essential to meeting this demand. This study explores the development of a sales tool designed to digitalise the sales process for e-commerce warehouse services at a leading global LSP through action research. The case study showed that the approach could guide LSPs in the development of a sales tool, streamline business processes and centralise data, potentially improving data quality in the future.

Keywords: e-commerce; logistics service provider; LSP; warehouse services; action research; digitalisation; sales tool; configurator.

DOI: 10.1504/IJLSM.2025.150993

International Journal of Logistics Systems and Management, 2025 Vol.52 No.5, pp.1 - 25

Received: 23 Oct 2025
Accepted: 25 Oct 2025
Published online: 07 Jan 2026 *

Title: Digitalising the sales process for e-commerce warehouse services at a logistics service provider

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