Somehow, for some member companies, the service provided by our framework agreement partner UPS has not been as smooth as it was in the early years.
Since it always helps to talk about problems, shipping managers and purchasing managers from member companies, customers of byNIRO GmbH and contact persons from UPS came together in our port area on February 18, 2026 to discuss what possibilities and potential they see to compensate for the decline in service levels at UPS. The aim was to jointly and constructively develop viable suggestions for improvement.
The framework agreement with UPS has been one of the most successful framework agreements in our purchasing pool for 15 years now and almost all member companies use it.
It was therefore particularly important for us to continue writing this success story.
The dissatisfaction of some members is primarily due to declining service quality at some locations for pick-up and delivery, a lack of contact persons in some cases and insufficient transparency in the complaint handling processes.
So it was time to talk to each other – all around one table. The joint workshop was very constructive and open.
After a brief round of introductions, information was provided on the framework agreement with UPS. Those responsible from our member companies then described their view of the current situation and UPS gave an assessment from its perspective.
The identified pain points were discussed and reflected upon. The next step was to work out solutions and possible next steps in small groups.
The focus was on a number of key topics: communication with contact persons, clear responsibilities and operational shipment processing in general, as well as the reliability of subcontractors. Billing modalities and the IT systems and digital interfaces used were also discussed. Here it is important that the users of the UPS framework agreement are also sufficiently qualified to place information correctly. This applies in particular to the procedure for complaints, damages and special processes.
At the end of the afternoon, there were many good and clarifying discussions.
All sides were very satisfied to be able to experience a constructive exchange with the appreciative interaction at the same time.
The result was a to-do list that can be implemented promptly.
Thank you to Kevin Maash, Nektarios Kornilakis and Hamadi Zouari from UPS for agreeing to discuss our topics in this way and for holding this workshop with us; to Dr. Sabine Hempen for her goal-oriented moderation and to everyone who took part and contributed in an open and solution-oriented way to strengthen our partnership in the long term.
