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Infobip > Case Studies > Optimizing Last-Mile Delivery Communication with SMS: A Case Study on Ninja Van
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Optimizing Last-Mile Delivery Communication with SMS: A Case Study on Ninja Van

Technology Category
  • Analytics & Modeling - Real Time Analytics
  • Networks & Connectivity - 5G
Applicable Industries
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Quality Assurance
Use Cases
  • Chatbots
  • Last Mile Delivery
The Challenge
Ninja Van, a leading last-mile logistics company in South East Asia, was facing a significant challenge in delivering a million cost-effective and reliable messages per day across the region. The company, trusted by over 600,000 companies and brands, was struggling with the lack of transparency in the parcel delivery process. This was a major issue for customers across Singapore, Malaysia, Philippines, Indonesia, Thailand, and Vietnam. The delivery landscape in these countries was complex, with each country having its own communication regulations, requirements, and different messaging price points. Ninja Van needed to find a real-time messaging provider that was cost-effective and could provide consistent and reliable service across the entire region.
About The Customer
Ninja Van is a tech-enabled express delivery company that provides 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. It covers six countries across Southeast Asia – Singapore, Malaysia, Philippines, Indonesia, Thailand, and Vietnam. Trusted by over 600,000 companies and brands, Ninja Van aims to make delivery convenient and easier for both the shipper and their recipients.
The Solution
Ninja Van partnered with Infobip to enhance their last-mile delivery with SMS in a cost-effective and reliable way. Infobip's SMS solution helped Ninja Van combat the issues of transparency in the delivery process, cross-regional reliability, and cost. The platform equipped Ninja Van with both application-to-person (A2P), and interactive text messages, ensuring messages were always delivered even when customers did not have smartphones or data. The key factors in favor of Infobip’s SMS and A2P messaging solution were 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, and real-time updates with an assured delivery rate. An easy to implement API and always-on customer support further strengthened the relationship between Ninja Van and Infobip.
Operational Impact
  • The implementation of Infobip's SMS solution led to increased customer and recipient satisfaction for Ninja Van due to high-quality service, reliability, security, and price transparency. The company was able to quickly resolve problems and maintain high delivery rates. 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. Retailers or shippers were also kept updated with links to download delivery reports, driver notifications, and parcel delivery notifications. This helped Ninja Van accomplish its mission to provide real-time communication and build trust with customers and stakeholders. Following the successful implementation of SMS, Ninja Van is now exploring two-way communication solutions such as live chat and chatbots with Infobip.
Quantitative Benefit
  • 7% decrease in monthly cost
  • 1-2 messages per delivery
  • 1 million parcels delivered daily

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