Kuala Lumpur, Nov 21 — Enhancing E-Commerce Delivery Efficiency
Shopee has formalized a collaboration with City-Link Express, GDEX, Pos Malaysia, and SPX Express through a Letter of Collaboration (LoC), aimed at accelerating the speed and reliability of e-commerce deliveries across Malaysia.
According to an official statement, this initiative seeks to standardize operational protocols, access points, and performance benchmarks among all participating courier services, guaranteeing uniform service quality in urban centers as well as in smaller locales.
The partnership plans to implement shared key performance indicators (KPIs), real-time monitoring systems, and best practice exchanges to elevate service standards comprehensively.
Shopee’s Vice President, Ian Ho, articulated that the initiative seeks to tackle structural impediments that no singular entity can surmount, such as variances in last-mile delivery performance, coverage deficiencies beyond metropolitan areas, and seasonal surges that lead to delays and redeliveries.
“Reliability and coverage are systemic challenges, not merely isolated issues. When couriers, platforms, and governmental entities synchronize on standards, shared metrics, and daily practices, the entire network benefits. This underscores the importance of collaboration,” he remarked.
This collaboration endeavors to establish a cohesive operating standard for all couriers, incorporating real-time tracking tools to proactively diagnose and address delivery complications. Additionally, self-service options like Buyer Self-Collect (BSC) and Pick-Up & Drop-Off (PUDO) points will be expanded to seamlessly integrate into customers’ daily routines.
Shopee has disclosed that it currently manages 7,500 BSC locations nationwide. Furthermore, there has been a notable 40 percent year-on-year increase in sellers engaging with its domestic courier partners across both West and East Malaysia—an internal metric that showcases enhanced operational integration and regional penetration.
These strategic measures are designed to diminish instances of missed deliveries, elevate first-attempt success rates, and support Micro, Small, and Medium Enterprises (MSMEs) with more predictable fulfillment processes, particularly in secondary towns.
Ho emphasized that uniform metrics and standards among all partners will mitigate the potential for minor operational discrepancies to escalate into significant delays.
“Collaboration thrives when disparate networks operate as a singular service. A unified set of metrics, real-time visibility, and agreed-upon responses ensure that small issues do not evolve into substantial delays. This benefits consumers, couriers, and sellers alike,” he added.
Shopee noted that this collaboration aligns with the national Courier Network Sharing Framework (CNSF), an initiative spearheaded by the Association of Malaysian Express Carriers (AMEC) and regulated by the Malaysian Communications and Multimedia Commission, incorporating PDPA-compliant protections. Pilot implementations under this framework might commence as soon as 2026.
In the forthcoming months, customers can expect enhanced accuracy in delivery estimations as partners adopt shared performance metrics, cross-network surveillance, and coordinated capacity planning for peak seasons, thereby averting potential backlogs.
Shopee is steadfast in its commitment to furnish clearer notifications regarding route alterations or weather-related disruptions, empowering users to strategize more effectively.
The company will persist in fortifying daily operational synergy with its partners while contributing to the sustained development of the CNSF.
“The objective is simple: to deliver services that are swifter and more reliable, creating a network that caters to everyone—from urban condominiums to rural roadways,” Ho concluded.
Source link: Malaymail.com.
