Pulp, Paper & Packaging

How Suzano turned cargo visibility Into a competitive advantage

Seconds

to trace data

81%

damage reduction

About

Suzano is a world leader in eucalyptus cellulose production and one of Latin America's largest paper manufacturers, exporting to South and North America, Europe, and Asia. For over 90 years, the company has pioneered renewable bio-based solutions as a sustainable alternative to fossil materials operating across Pulp, Paper, and Consumer Goods at a truly global scale.

Industry

Pulp, Paper & Packaging

Company size

35,000+ employees

Founded

1924

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"With Cargosnap we mapped out damages, making it possible to identify causes and where they happened. One of the most important benefits is the ability to communicate between teams, allowing everyone to access inspection documents on a single platform."

Ana Emilia Lopes Hisano

Logistics Coordinator

The Challenge

At Suzano's scale, every damaged pallet, every mishandled load, and every uninspected container has a direct impact on product value, customer trust, and the NPS scores the company takes seriously.

The problem wasn't that damage was happening. It was that no one could see it clearly enough to stop it. Inspection processes had become ineffective, damage tracking was inconsistent, and by the time an issue was identified, the impact had already rippled through the supply chain.

When a customer raised a complaint, the team had no quick way to trace which cargo they were referring to. Photos were shared on WhatsApp without reference numbers, timestamps, or any link to the shipment documentation. Tracking down the right record took an average of 5 to 6 hours. And by then, the damage was done. Literally and commercially.

"Depending on the damage, we had a significant loss in product value. It had a huge impact for such a product." — Wellington Soares, Transport Operation Analyst

Our Approach

Cargosnap replaced Suzano's fragmented, messaging-based inspection process with a structured, fully traceable material handling workflow deployed across all three business units: Pulp, Paper, and Consumer Goods.

Each load is now assigned a reference number at the point of handling. Photos, checklists, and documents are captured on mobile by the team on the floor and instantly linked to that reference, searchable by anyone, from anywhere, in seconds. Custom workflows were configured for each sector and integrated with Suzano's internal systems, ensuring the inspection process fits the operation. Not the other way around.

End-to-end inspection reports are now automatically shared with customers in real time, giving them full visibility into how their cargo was handled from the moment it left Suzano's hands.

“We were used to tracking damage via WhatsApp. The team would send photos of the loads; however, they did not contain a reference number linked to the documents. It took an average of 5-6 hours to determine which cargo the client was referring to. With Cargosnap, each load is associated with a reference number, and all the necessary documents are available to everyone in seconds.”

Wellington Soares

Transportation Analyst

The Impact

The shift was immediate and measurable. Damage that previously went untracked is now mapped, categorized, and attributed to a specific stage of the handling process, making it possible not just to respond to issues, but to prevent them.

Teams across Pulp, Paper, and Consumer Goods now work from the same platform, with access to the same inspection records. The communication gap between departments and between Suzano and its customers has closed entirely.

"With Cargosnap we mapped out damages, making it possible to identify causes and where they happened. One of the most important benefits is the ability to communicate between teams, allowing everyone to access inspection documents on a single platform." — Ana Hisano, Operations Supervisor

Customer complaints have been eliminated. Where clients once waited hours for a response, they now receive real-time inspection reports before they even ask. The 5–6 hours it previously took to trace a cargo reference? It's now done in seconds.

For a company that measures itself on efficiency, customer experience, and continuous improvement, Cargosnap didn't just solve a logistics problem. It became the infrastructure for a better-run operation.

"With Cargosnap, each load is associated with a reference number, and all the necessary documents are available to everyone in seconds."

Wellington Soares

Transportation Analyst

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of inspections centralized