TECHNOLOGY and high operating standards are symbiotic at Ninja Van. According to its country head, Adzim Halim, a digital system was developed by the logistics startup to allow it to continuously monitor real-time data for reliable next-day-delivery service.
What makes Ninja Van different from other logistics service providers, says Adzim, is its algorithm which helps the company "be as efficient as possible".
"Everything we have achieved so far has to do with Ninja Van's technology lead approach, which has enabled the business to scale up quickly and sustainably.
"Logistics is the business of moving physical goods. While we have many physical processes, all of them run off our proprietary digital system.
"Our drivers are supported by a complex algorithm to optimise route deliveries and save fuel. Our sorting team uses handhelds to quickly identify where a parcel should go.
Even our customer service team optimises technology systems to ensure that enquiries are attended to in the quickest time possible.
"Our reliance on technology also allows us to continuously develop value-added services for our shippers such as very deep application protocol interface integration and flexible parcel pick-ups," he says.
EARLY DAYS
Recollecting how things were when Ninja Van first operated in Malaysia, Adzim said he even had to persuade security guards to allow him to sort parcels at parking areas.
For delivery, he used a van that was borrowed from a friend.
"Those were bittersweet memories. It was not easy delivering parcels from our rented hotel room.
"Once, I had to ask a security guard to let me use a parking lot as a temporary 'warehouse' or sorts," he adds.
Adzim says technology has allowed the company to do two things.
"Firstly, it allowed us to offer an unmatched level of convenience to both sellers and customers.
"Secondly, by utilising technology, we are able to maintain high operating standards using the systems we developed for continuous monitoring of operations," he says.
The information gathered helps the company measure its performance and make data-driven decisions in real-time.
Beginning with an aim to offer 100 per cent coverage across Malaysia, Ninja Van then offered its next-day-delivery service.
"Our country's geographical and existing infrastructure is conducive for us to achieve this (next-day delivery). With an extensive network of delivery hubs all over the country, our next-day-delivery service is now a reality.
"This means we can pick up a parcel from Subang Jaya today and have it in the hands of the customer in Pasir Mas, Kelantan by tomorrow morning.
"Similarly, someone who is selling something online from Bandar Melaka can have his or her product in the hands of a customer in Jitra, Kedah in less than a day.
"Our tech systems are also designed to support the next-day delivery service. Next-day parcels will have a digital tag that easily allows us to identify and prioritise them.
"With regards to the market landscape, we believe that the market is ready for a premium next-day-service option," adds Adzim.
OPPORTUNITIES
The delivery service provider also has an integrated live chat to provide assistance for customers.
It is one of the many ways the company has adopted to ensure the reliability of its next-day delivery service.
Ninja Van, says Adzim, is always on the lookout for add value to its services.
"For instance, customers have the option to digitally choose how they want to receive their parcel - either by having it delivered right to their doorstep or at an automated locker," he adds.
CLOUD ASSISTANCE
Since its beginning, the Ninja Van founders were aware of the "pain points" faced by online sellers especially with last-mile service requests.
"But we were confident that we could solve the issue using cloud technology with its data storage and processing capabilities," says Adzim.
"From dashboards that sellers use for orders to our live chat service and even the app that our drivers use to deliver the parcels - everything is done via cloud computing.
"E-commerce buying behaviour, especially in Malaysia, is seasonal. During sales, there will be a spike in delivery orders. We designed our cloud system to scale according to demand. Currently, we are using Kubernetes engine by GCP to manage this," shares Adzim.
FUTURE PLANS
In anticipation of a growth in e-commerce, Ninja Van is offering sellers pre-printed pouches which they can use to pack their orders and drop them off at thousands of convenient locations across Malaysia.
The company is also currently running a joint test project with another company to explore the use of drones to deliver parcels.
"It's still in the preliminary stages but we are excited to see how it turns out," says Adzim.
Ninja Van is also turning to automation to help with the sorting process.
The company is currently looking at introducing automatic guided vehicles to bolster existing manpower at its main warehouse.
"Regardless of what the next big innovation will be, we are ready to lead the adoption because of our affinity to technology," says Adzim.
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