Case Study

Learn how a POS Malaysia, transformed customer experience

Introduction

With its headquarters in Kuala Lumpur, POS Malaysia is the national postal and courier service provider, operating an extensive network of over 1,000 touchpoints across cities, towns, and rural areas throughout Malaysia. This wide-reaching presence positions POS Malaysia as a vital enabler of nationwide connectivity and one of the most recognized and trusted logistics brands in the country.

Impact

Improvement in customer experience

through Uber-like tracking of orders.

Seamless Transformation to 100% Digitized Operations

Increase in First-Attempt Delivery Rates

Challenges

With increasing demand for parcel deliveries, POS Malaysia needed a last-mile logistics solution provider to streamline their operations, including system integrations, driver management, route planning, and payment reconciliation.

Poor Customer Satisfaction

Challenges in order allocation, such as inefficient courier assignments and limited visibility into delivery status, led to delays and poorly executed deliveries. The lack of visibility to customers coupled with delivery delays created frustration and reduced the overall satisfaction.

High Delivery Times

Deliveries were often delayed due to inefficient dispatching processes and inadequate driver management systems. This not only prolonged delivery times but also increased operational costs, affecting overall efficiency.

Complex System Integrations

Fragmented systems and poor synchronization between various tools hindered the ability to manage customer orders effectively. Additionally, the lack of integration between data sources led to delays in processing, making it difficult to gather essential transactional data and optimize operations.

Poor Visibility to Customers

Customers lacked real-time updates on their deliveries, contributing to an increase in WISMO (Where Is My Order) calls. This further strained customer support operations, contributing to dissatisfaction and affecting brand loyalty.

The FarEye Solution

Using FarEye’s solution for post and parcel deliveries, POS Malaysia streamlined their operations with robust system integration processes, improved order allocation and efficient delivery orchestration. By establishing effective communication channels with customers, they improved customer experience:

About FarEye

We are a last-mile technology partner for companies obsessed with delivery experience for their customers. Our vision is to ensure every delivery in the world reaches its destination every time, on time, accurately, efficiently, and as sustainably as possible.

FarEye’s AI-powered platform turns deliveries into a competitive advantage. Carriers & Shippers use FarEye’s unique combination of orchestration, real-time visibility, and branded customer experiences to simplify complex last-mile logistics. The FarEye platform allows businesses to increase consumer loyalty and satisfaction, reduce costs and improve operational efficiencies, sustainably. FarEye has 150+ customers across 30 countries and six offices globally.

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Case Study