Delivery services a booming industry

MCO 2.0 offers industry players the unique opportunity to use and improve the situation their market presence


With the Movement Control Order (MCO), which is again spoiling the pleasure of physical shopping, a further increase in demand for courier services is expected.

While courier services are considered essential and businesses are in full swing, some deliveries may be slower to complete in accordance with reduced staffing and social distancing measures.

The situation offered the players in the industry the opportunity to renew their operational systems, digitize their processes and improve effectiveness, efficiency and resilience.

DHL Express (M) Sdn Bhd was ahead of the pandemic when it embarked on its digitization journey ahead of 2020 to continually improve security and customer experience.

DHL Express Malaysia and Brunei MD Julian Neo have now said with Covid-19 that the company is reducing the risk of infection through contactless collection and delivery and eliminating the need for physical contact between couriers and customers.

“On-demand deliveries have long been an integral part of our services in Malaysia. Customers can choose between the date and time for pick-up and delivery,” he told The Malaysian Reserve (TMR).

In addition, DHL Express has brought the option of shipping to the fingertips of Malaysians with DHLontheGo.

It is fully hosted on WhatsApp and enables mobile functionality for the most popular requests communicated in real time via instant chat.

Via a text message, customers can receive shipping estimates, schedule collections, complete secured payments and track deliveries to all countries in the country as well as the DHL Express network with more than 220 areas worldwide.

Both DHLontheGo and the live customer service chats are based on automated solutions for artificial intelligence. The group will continue to invest in this area to stay in the game.

As a company with an extensive According to Neo, the pandemic is represented worldwide as part of its Business Continuity Plan (BCP).

“We follow a holistic management process that enables us to keep operational disruptions as low as possible and to continue to deliver compliant, safe and responsible for our customers.

“In managing our operational capacity and maintaining our branding pace, e-commerce volatility is an integral part of our daily analysis and contingency preparation,” he said.

This ensures that DHL Express is ready for ups and downs in the different seasons of changeMarket, even during this MCO 2.0.

“In the early stages of the MCO last year, our operations were initially affected, but we recovered to optimal levels within a few days when our BCP kicked in,” added Neo.

Clarence Leong, co-founder and CEO of EasyParcel, said last year the surge in online shopping had directly contributed to the growth of the logistics industry.

He said EasyParcel had seen an increase in sales that resulted in sales growth of around 40% in the Malaysian and Singapore markets, where full movement restrictions and bans have been imposed.

“Our business in the Indonesian and Thai markets was not really affected as the lockdowns were zone specific,” he told TMR.

Given that and the impact of the first MCO, he believed courier and shipping companies will be among the companies that will survive the pandemic and continue to see larger volumes.

“The increase in market volume, mainly in the e-commerce industry, has made it clear that expansion in the region is a must for EasyParcel so that even more sellers can ship the parcels across the Asean region, ”he added.

The founder and CEO of Dego Malaysia Sdn Bhd, Nabil Feisal Bamadhaj (pictured), was convinced of the industry outlook and intended to break into the Food and Beverage (F&B), Grocery and Mart segments this year.

“Based on the positive data and feedback, we would also like to expand the delivery of non-food items to consumers.

“We currently cover the Klangtal, but will expand to other areas at a later date,” he told TMR.

Dego Ride, a motorcycle taxi service, joined the train and began offering courier and grocery delivery services to its customers. So far, more than 28,000 drivers have registered.

Nabil said the group looks forward to continuing driver recruitment to meet growing demand.

“Fortunately for MCO 2.0, Dego and the trading partner ecosystem are better prepared.

“Without the trade partners ‘commitment to serve their local consumers, we would not have been able to meet our customers’ demands,” he concluded.

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