STRATEGIES AND PLANNING :POSLAJU MALAYSIA
POS LAJU MALAYSIA is a very well-known company. POS
LAJU uses various strategies and makes large-scale plans to always stay in the
market and want customers to stay using their services. POS LAJU has its own
vision and mission for the spirit bearers to continue to reach the target they
have planned. Their vision is “We deliver. We connect. We improve lives”.
Their
mission is to give excellent customer services and make a good communications, be
an experiences logisticion and supply chain at the highest level of reliability
and efficiency. Their purpose of established this company is move forward to
transform and innovate to become the leading e-commerce logistics provider in
the country. They are passionate about build customer trust and be a quickest
way for customers to send parcels across Malaysia and the world to connect
lives and business for a better tomorrow.
POS LAJU also plans to be a trusted
courier and logistics in MALAYSIA. Next, the strategy that has been used to
advance the POS LAJU company is POS LAJU has changed their operations
management. Before this, if customer wants to dealing with POS LAJU they need
to sign and give their name to the delivery guy first as proof that they have
received the item they ordered but now to facilitate dealings with customers,
express post only asks their staff to take pictures as proof that the customer
has received the item they ordered and can speed up the delivery process. Next,
POS LAJU has already started to improve their strategy by release its
track-and-trace system to make greater service quality and to prioritize
customer satisfaction.
Additionally, they also have improving their payment
method by doing a soft-launch of cashless payment which is POS Automated
Machines to allow their customer pay their bills using online payment. Customer
could use several e-wallet services to pay their bills. This way they will get
the payment more faster and customer don’t have to come at POS LAJU kiosk just
to do the payment.
In 2019, POS LAJU have worked together to make a new mission
successful which is they want to build an organisation that are truly
customer-centric. When they prioritize customer needs, customers will be
satisfied with the service they provide and indirectly customers will be loyal
to dealing with their company alone and not go to other companies like Ninja
Van. POS LAJU target to stay relevant in this industry while making a setup for
new transformation and modernising their operations management. So, they could
stay competitive other companies, sustain their businesses and earn more profit
in the future. POS LAJU has restored the handwritten consignment notes by the
e- consignment notes. Customer doesn't have to write hands because they can
make consignment notes through a website or mobile app. After that, customers
can print the e-consignment notes that they already done at the nearest POS
LAJU outlets, kiosks or selected POS LAJU EziDrive- Thru.
After POS LAJU make research
and see the results before and after they make this change, they could see that
they could reduce errors and boost their efficiency. Other than that, POS endured
enduring the AskPos chatbot and live chat to gives customer a self-service
option. AskPos could help customer to solve their problem when they have small
issues with the POS LAJU operations. So, customers don’t have to call POS LAJU centre
to ask for help with their issues. They could save time by using this method.
After over 2.9 million customers use the AskPos chatbot per week, POS LAJU
could reduce contact centre cost.
