CASE STUDY
As a facilitator of connecting business customers in various industries with driver partners through its mobile and web applications , same-day and on-demand delivery service provider Lalamove ' s success is predicated on providing a seamless digital experience for their stakeholders and their stakeholders ' customers .
With operations across 11 markets in Asia and Latin America , the complexity of their operational processes has been straining the limits of their internal legacy system . To maintain competitiveness in increasingly crowded markets , Lalamove has leveraged Freshwork ' s solutions to modernise their digital architecture , drive collaboration , and enhance efficiency .
Staying ahead of competitors is particularly urgent in Singapore and Malaysia , where the logistics industry in Singapore and Malaysia is booming , fuelled in part by the resurgence in the e-commerce sector . The gross merchandise volume for Singapore ' s e-commerce market , for example , surged to USD 8.2 billion in 2022 and is expected to surpass USD 11 billion next year .
This has resulted in a greater clamour for on-demand and same-day delivery services , and as a result , more logistics service providers have sprouted across both countries . With more competition , the bar for differentiation is higher .
Overcoming the challenges of legacy systems
One of the challenges faced by Lalamove was the use of legacy systems that involved a plethora of manual processes . For instance , daily sales activities were tracked manually through offline spreadsheets , leading to inefficiencies and potential errors in data management . Recognising the need for a more streamlined and automated solution , Lalamove sought out a technology partner that could help address these challenges and enhance operational efficiency .
Freshworks became Lalamove ' s preferred solutions provider due to the highly customisable and integrable nature of its products . Many enterprises grapple with the difficulties of integrating their internal legacy systems with cloud-based tools and solutions , leading to lengthier project implementation timetables and steeper learning curves for their sales and customer service teams .
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