Customer Communication Strategies for Malaysian Logistics Industry

Customer Communication Strategies for Malaysian Logistics Industry

SL Information Blog:

The Malaysian Government through its many initiatives is positioning Malaysia as ASEAN’s preferred logistics gateway, presenting growth opportunities for local logistics players. The Logistics and Trade Masterplan (2015-2020) includes the following:

  1. Debottlenecking by the Ministry of Transport – decongest ports and airports, reduce red tape & improve road and rail infrastructure
  2. DFTZ – Alibaba logistics hub – hub to be launched in 2019
  3. KLIA Aeropolis – core of KLIA’s air cargo and logistics ecosystem
  4. Port Klang/ Carey Island – A new port-industrial city on Carey Island adding 30 million TEUs

(Source: Ministry of Transport, Channel NewsAsia & The News Strait Times)

Majority of Malaysian logistics players in Malaysia operate across multiple parts of the value chains such as 3PLs and CEPs. With the boom of eCommerce LMDs (Last Mile Delivery) players have mushroomed, mostly backed by venture capitalist. The number of customer communication touchpoint is tremendous across the entire chain which includes transportation, warehousing, customs consolidation, transhipment, warehouse sorting, distribution and last mile delivery.

Traditional paper documentation are slowly being replaced by electronic content that can easily be moved from the originating source all the way to the customers. This also includes custom declaration documentation that is now required in electronic format to be uploaded into the U Customs Portal. Electronic generation of the vast volume of documents and often in multiple sets especially for export related transactions needs to be done speedily and automatically with multi-channel distribution capability.

Products imported into Malaysia requires documents such as:

  1. Packing list
  2. Delivery letter
  3. Insurance certificate
  4. Bill of lading/ airway bill
  5. Permits, licenses/ certificates
  6. Custom Form 1

Products exported out of Malaysia to various countries are subjected to documentation requirements of the importing country. This could require a complex set of documentation depending on the country that is being exported to. As a logistics player – to cope will both import and export documentation requirements would be a hardy task. A customer communications management platform will definitely help to alleviate such complex processes to comply with documentation requirements. A customer communication platform enables logistics players to create, manage and deliver highly-targeted, relevant customer communications for multiple digital and print channels. This includes letters, invoices, bills, statements and other customer correspondence. Such a platform is designed for omnichannel customer communication where the platform leverages the data and content that already exists within the organization and transforming typical customer communication into highly personalized engaging customer experiences on the preferred digital and print channels.