Ninja Van: Optimizing last-mile delivery communication and experience with SMS

7%

decrease in monthly cost

1-2

messages per delivery

1m

parcels delivered daily

Challenge

Delivering a million cost-effective and reliable messages per day across South East Asia

Ninja Van – South East Asia’s leading last-mile logistics company promises hassle-free delivery. Trusted by over 600,000 companies and brands, Ninja Van makes delivery convenient and easier for both the shipper and their recipients.

However, one of the main issues many customers deal with is the lack of transparency in the parcel delivery process. And when you’re dealing with customers across Singapore, Malaysia, Philippines, Indonesia, Thailand and Vietnam – navigating the delivery landscape can be complex.

Besides each country having their own communication regulations and requirements, they also come with different messaging price points.

We’re not looking into sending 300 messages in one day, it goes into the millions. Each delivery has a minimum of 1-2 messages. When you take that unit, the cost-effectiveness of our messaging solution becomes very important to us.”

Shaun Chong, CTO and co-founder, Ninja Van

So, Ninja Van had to combat the challenge of:

Finding a real-time messaging provider that is cost effective
And, provide consistent and reliable service across the entire region

Solution

Enhancing last-mile delivery with SMS in a cost-effective and reliable way

When it comes to real-time notifications – SMS is a powerful channel in the South East Asian Market.

Infobip enabled Ninja Van to combat the issues of transparency in the delivery process, cross-regional reliability and cost with their SMS solution.

SMS over Infobip’s platform equipped Ninja Van with both application-to-person (A2P), and interactive text messages. While SMS may not be as popular as chat apps for personal conversations, when it comes to the logistics industry it ensures messages are always delivered even when customers do not have smartphones or data, representing reliability and consistency.

Though Ninja Van worked with other providers in the past, the key factors in favor of Infobip’s SMS and A2P messaging solution was:

The ability to scale SMS as a channel for delivery notifications, verification through OTP and rescheduling deliveries
Extensive coverage and carrier relationships across the multiple countries
Cost effective text messages with regional price agreements
Real-time updates with an assured delivery rate

Along with that, an easy to implement API and always-on customer support strengthened the relationship between Ninja Van and Infobip.

Results

Increased customer satisfaction and around 7% reduction in cost

Ninja Van experienced increased customer and recipient satisfaction due to high quality service, reliability, security, and price transparency.

This resulted in:

From sending a simple OTP to unlock parcels from their digital locker, to driver information, and rescheduling notifications – Ninja Van successfully kept their parcel recipients informed. And for the retailers or shippers – they were able to keep them updated with links to download delivery reports, driver notifications, and parcel delivery notifications.

Thereby, accomplishing the mission to provide real-time communication and build trust with customers and stakeholders.

After the successful implementation of SMS, Ninja Van is now exploring two-way communication solutions such as live chat and chatbots with Infobip.

Company Profile

Ninja Van

Ninja Van is a tech-enabled express delivery company providing hassle-free delivery services for businesses across Southeast Asia. Launched in 2014 and headquartered in Singapore, Ninja Van is the region’s largest and fastest growing last-mile logistics company, covering six countries across Southeast Asia – Singapore, Malaysia, Philippines, Indonesia, Thailand and Vietnam.