Convenience, traceability key to a better delivery service

Customers want more delivery options and visibility in the delivery process.

Online businesses can improve the delivery of their products to their customers by ensuring providing convenience and traceability of their parcel delivery, J&T Express Singapore said at the Retail Asia Summit.

Martin Tan, head of operations at J&T Express Singapore, said convenience can influence purchases and this could be addressed by providing more delivery options to customers.

“Service points and parcel lockers provide efficiency and convenience for both businesses and consumers,” Tan said.

As consumers want visibility in the delivery of their parcels, businesses can address this by providing them real-time tracking as well as delivery notification to manage customer expectations, he said. 

He also said that they rely on technologies such as automated parcel sorting systems to achieve greater automation in the logistics industry.

“We leverage on technology to provide the most efficient service building a local dedicated tech team and the (research and development) centres in China we strive to enhance our transportation management system,” Tan said, adding that they upgraded their automated sorting system and optimised delivery routes to increase efficiency, and shifted manpower to more skilled areas.

J&T Express is also contributing to sustainability by adopting environmentally friendly practices by recycling huge warehouse materials like carton boxes, wooden pallets, and reusable boxes. The company also upgraded its lighting to safe electricity.

Tan added that greater collaboration across the industry will be required to achieve sustainability.

Meanwhile, Alice Yeung, head of sales at J&T Express Singapore, said the Lion City has the potential to become a significant regional hub.

As cross-border e-commerce is set to be the “next frontier” with more customers now shopping globally, the logistics firm will be advancing its offerings and providing international shipping to over 200 countries for its customers to sell beyond Singapore.

“We will allow the cross border e-commerce to be more efficient and seamless,” adding that international transactions entail more complex processes.