Real-time Looker reports replace three-month delays
Customer churn forecasted with BigQuery ML
Data-driven decisions contribute to 153% rise in orders YoY
epaka.pl built a unified data platform with BigQuery and Looker for real-time insights, contributing to a 153% rise in customer orders.
epaka.pl built a unified data platform with BigQuery and Looker for real-time insights, contributing to a 153% rise in customer orders.
Building the foundation for data-driven decision-making
Sending a parcel can be a time-consuming process. Customers have to spend time finding the fastest delivery for the lowest price, while online-only services can make resolving any issues a challenge. Leading Polish courier broker epaka.pl simplifies this experience. With streamlined online price comparison and ordering, combined with the support of over 300 physical franchise locations across Poland, epaka.pl gives its customers a fast, simple, and reliable parcel delivery service at the best available price.
To deliver on this promise of speed and convenience, and respond to ever-changing market demands, epaka.pl requires an intimate understanding of its business performance and customer behavior. However, with data previously trapped in local servers and rigid SQL databases, epaka.pl had a fragmented and delayed operational view. Reports often arrived two to three months late, meaning Chief Growth Officer Patryk Wichert lacked the data he needed to drive sales and marketing campaigns and respond to customer needs. This made the company slow to react to market shifts. With data siloed across systems and databases, different departments would also use different methods to calculate key business metrics, leading to inconsistency across the business.
Having to wait months for reports meant we were running campaigns based on gut feeling. When I saw we could connect all our data sources to BigQuery, and gain real-time reports with Looker, I knew it would enable us to keep pace with the market.
Patryk Wichert
Chief Growth Officer, epaka.pl
epaka.pl wanted a single source of truth for its data, along with the capability to act on insights immediately. Recognizing the need to migrate its data to the cloud, Wichert evaluated a number of providers, and was won over by the combination of BigQuery and Looker in Google Cloud.
“Having to wait months for reports meant we were running campaigns based on gut feeling,” recalls Wichert. “When I saw we could connect all our data sources to BigQuery, and gain real- time reports with Looker, I knew it would enable us to keep pace with the market.”
Meeting customers’ needs with accurate, real-time data
epaka.pl migrated its data to BigQuery, and worked closely with Google Cloud partner FOTC to make the most of the data warehouse’s extensive capabilities. BigQuery is now what Wichert describes as the company’s “data brain,” integrating epaka.pl's order data from its online channels and 300+ offline locations into a unified, consistent, real-time data foundation.
Understanding customer churn is an important issue for us. By using BigQuery ML to predict customer behavior, we can take things to the next level to understand when our customers are facing challenges and take proactive steps to address them.
Patryk Wichert
Chief Growth Officer, epaka.pl
epaka.pl uses Looker to visualize that data, enabling Wichert and his team to perform complex analysis and reporting with a few simple clicks. Previously, the team had to manually copy and paste data across systems and databases, a process which was prone to errors. Now, Looker automatically pulls data from BigQuery in real time, ensuring the epaka.pl team is working with data they can trust.
Having a single, unified view of its data has helped epaka.pl to identify and resolve inconsistencies in how business performance was tracked across the company, allowing it to operate with full financial clarity. For example, the team uncovered metrics previously missing from revenue calculations, which enables them to improve their ROI models.
“With our previous data system, we only had partial revenue information to base our marketing campaigns on,” Wichert explains. “It wasn’t until we began using Looker that we could piece together more information for a full view of our revenue, allowing us to make far more informed marketing decisions.”
epaka.pl’s agility has also improved. With reports now arriving instantly with Looker, rather than the two to three months they took previously, epaka.pl can react quickly to market changes. For example, when epaka.pl launched a new online order form, the team could track its performance by the minute using a dedicated Looker dashboard, ensuring it didn’t negatively impact orders. epaka.pl can also monitor the performance of specific couriers in real time. Being able to spot a dip in performance within an hour, rather than two months later, allows the company to quickly pause paid campaigns targeting that courier, saving operational cost. This ability to use data to make strategic decisions has helped contribute to a 153% rise in customer orders year-over-year since 2024.
epaka.pl is now building on its solid data foundation to improve efficiency and performance with AI. BigQuery and Looker are already helping epaka.pl to gain insights into customer churn. Now, the company is working with FOTC to use BigQuery ML models to predict churn before it happens. These models will analyze historical customer behavior and transactional data to identify users most likely to stop using epaka.pl’s services, assigning a risk score to each. By connecting these insights to the company CRM, the sales team will easily be able to reach out to these customers to address any challenges as they arise.
“Understanding customer churn is an important issue for us,” explains Wichert. “By using BigQuery ML to predict customer behavior, we can take things to the next level to understand when our customers are facing challenges and take proactive steps to address them.”
Clearing the path to growth with data insights for every department
With epaka.pl’s fast and accurate data foundation secured, Wichert is now acting as the company’s internal ambassador to onboard more departments and users to BigQuery and Looker. The finance team is currently being trained to use the solutions to gain instant, granular financial analyses, while franchises are also receiving automated weekly Looker dashboards to help inform their decision-making. By ensuring every department has access to real-time, accurate insights, epaka.pl is fostering a culture of data-driven decision-making across the organization, helping support the company in its rapid growth trajectory.
“Before using BigQuery and Looker, analyzing our business data was like peering through fog,” Wichert concludes. “Now, with BigQuery and Looker, everyone across the business can see the same figures in real time, trust their accuracy, and use them to help grow the business.”
Before using BigQuery and Looker, analyzing our business data was like peering through fog. Now, with BigQuery and Looker, everyone across the business can see the same figures in real time, trust their accuracy, and use them to help grow the business.
Patryk Wichert
Chief Growth Officer, epaka.pl
epaka.pl is a leading Polish courier broker providing fast, affordable, and reliable parcel delivery services through an online platform and 300+ franchise locations.
Industry: Other ( Logistics)
Location: Poland
Products: Google Cloud, BigQuery, Looker
About Google Cloud partner — FOTC
FOTC is a Google Cloud partner providing cloud implementation, architecture, and consulting services to central and eastern Europe.
