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Unlocking consumer value through their continued foray into digitization
To manage changing trends in terms of consumer buying behavior and remain competitive, companies must keep up.
That said, Pos Malaysia’s new digital platform SendParcel by Pos Laju expects to reach two million monthly packages by 2021.
“Pos Laju SendParcel was launched more than a year ago to support the changing trend in customer buying behavior, from physically going to retail stores to buying products online,” said Pos Malaysia Group CEO Syed Md. Najib.
“Our courier business is a key segment that generates sustainable revenue for Pos Malaysia, but the problem then was that we were still conducting business in the conventional way by requiring customers to enter our Pos Laju outlets, while others businesses were online and required a quick response. due to high demand from customers. “
The number of registered users exceeded 86,000 subscribers in one year and from October 2019 to July 2020, Pos Laju SendParcel has successfully sent over 3.3 million packages in total and generated RM21.7 thousand in revenue.
Pos Malaysia aims to achieve a revenue of RM30 thousand by the end of this year.
The establishment of the online shipping platform was truly timely, as Pos Malaysia would not have survived restrictions on motion control orders during the initial stages of the Covid-19 pandemic.
With a substantial increase in online purchases during that time, Pos Laju SendParcel provided the right platform to deliver customer purchases directly to their homes.
Syed added that Pos Malaysia went full steam ahead in its digitization and transformation plans to unlock value for its customers, tapping into the burgeoning e-commerce market while meeting changing customer demands.
Embracing digital innovation is also the only way to improve service efficiency and enhance the customer experience.
“The rapid adoption of technology has brought new challenges to our business and Pos Malaysia knew it had to adapt to digitization, to remain relevant in the industry and to meet the changing behavior of our customers.”
At the same time, Pos Malaysia saw the arrival of global players with enormous financial resources and technological capabilities.
So it was a race against time for the Pos Malaysia team to tackle the challenge at hand to present a strong digital proposition to the market.
“We knew that we had to act quickly to avoid being irrelevant in the industry. The pressure was high, but we were confident that the team would be able to create a digital platform that could compete and excel in the market, ”he added.
Try SendParcel today for the best consumer experience.
Pos Laju SendParcel was introduced to the public in August 2019, providing the desired customer convenience, particularly for small and medium-sized businesses (SMEs).
In addition to 24-hour access and quick order placement, customers are offered the best package rates, instant price quotes, free pickup service, auto-generated shipping note including ease of tracking and shipping reports .
In January 2020, Pos Malaysia expanded the service by offering international deliveries to more than 200 countries around the world, connecting local SMEs and e-commerce companies with foreign markets.
“By enhancing our international reach through Pos Laju SendParcel, Malaysian companies can connect with international customers and expand their presence around the world, while enjoying affordable rates. Pos Malaysia remains committed to providing convenience and opening new frontiers and opportunities for customers, ”said Syed.
Regarding PosLaju SendParcel’s offerings, Syed said that Pos Malaysia aims to further improve its services through constant user feedback to ensure that Pos Malaysia continues to provide the best customer experience.
To complement the Pos Laju SendParcel service, Pos Malaysia also introduced automation and other digital enhancements to ensure safe and timely deliveries.
To date, Pos Malaysia has 28 distribution centers equipped with semi-automatic sorting systems that reduce manual workload and streamline workflow for maximum efficiency. Pos Malaysia will also install four additional distribution centers with the semi-automatic sorting systems later this year.
Pos Malaysia has seen immediate benefits in its processing power and speed, where it can now process 60% more items, reducing the total processing time from one to two hours per day, allowing the company to be in the right path with its goal of processing one million packages daily by the end of 2021.
“We will continue our investment efforts to exceed customer expectations through a robust and scalable digital platform,” concluded Syed.
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