Tag Archives: courier

How Logistics Companies Operate In Singapore

Large logistics and courier delivery services companies in Singapore like https://plus.google.com/+PCAMastersSingapore and DHL don’t get big magically. They don’t service their clients magically after getting the sales. It usually requires intensive planning and manpower and effort.

Check out the above video on one of Singapore’s largest overseas courier delivery companies – DHL.

Clearly, the above video provides most amateurs or people who don’t work in the courier service industry a glimpse into what actually goes on and how immense the undertaking is to handle all the deliveries that come in daily. Enjoy!

My Singapore Courier Customer Service Experience

There are people who said that because most customer service officers are not paid tips or bonuses based on how well they treat their customers, that the service industry in Singapore is bad. Is this the case for the courier delivery industry? Let’s check it out.

I went to test it out for myself.

It was a sunny Wednesday afternoon, when I decided to trial courier services in Singapore for the purpose of writing my Singapore courier experience on The Gaea Times.

  1. First of all, I didn’t know any courier companies off the top of my mind, so I went to Google instead. Very quickly, I found several companies like Speedpost, PCAMasters, Regent, e.t.c. Actually I knew that Speedpost requires me to actually drop my parcel or document at their nearest branch. Although Singapore is a small country, I prefer not leaving the office to actually send my item, otherwise I might as well do the delivery myself. Hence, I turned to the alternatives like PCAMasters, Regent and others.
  2. Great, so at this point, I came down to 2 choices actually, since I only needed an ad hoc delivery – PCAMasters and Regent. The other websites look outdated to me, not sure if they’re functioning.
  3. Personally, I needed to deliver a laptop (yes I understand it’s a big risk to take to ask a courier company I don’t know to deliver a laptop as a trial, but I play big or go home.). Therefore, it’s not really considered a document. With this in mind, let’s move on to step 4.
  4. To be fair, I decided to directly call PCAMasters and Regent instead of trying to order online, so I can feel the customer service experience.
  5. Both greeted me pretty well, so that would be an equal.
  6. I asked them about the delivery (to be honest at this point I was leaning toward the cheaper one) rates. Regent actually has very slightly cheaper rates, but because I called at around 1245pm to 1pm, it was significantly more expensive. I didn’t want next day delivery so I insisted on the same day delivery. They accepted my order and also told me that  because a laptop is not a piece of document, they charge a heavy surcharge for it (sad). Then the big shocker came – they told me because my pick up address was a residential address (a landed property), they charged more for that. At this point I was getting pretty indignant, why should I pay more for wanting a pick up from a residential address? Isn’t it tougher to enter an office building than a residential address? Whatever, I let it slide. Then I decided to call PCAMasters next, which was around 115 to 120pm. PCAMasters may have appeared to be more expensive right off the bat, but I realized that they do not have unexpected and hidden surcharges like residential surcharge, and neither do they charge extra for small parcels (I noticed that they’re the only company which does not charge extra for parcels vs pieces of paper). Also, I was supposed to be charged a surcharge of $3 for ordering after 1pm for same day deliveries, but the service officer was really nice and decided to waive for me because I was a first time customer.

Can you tell which company I prefer now after my whole experience? PCAMasters.

Improving Singapore’s Courier Delivery Infrastructure

With the Internet and vast technological improvements around the world as well as in Singapore, any industry in Singapore that has not been disrupted by companies with quicker and better technologies will soon be threatened by those who have them.

Here are some of my suggestions in which Singapore’s courier delivery industry can be improved drastically.

  • Efficiency in response. Most courier companies virtually do not respond to their emails (or take prodding from the customers before they even reply), send customers to an automated voice machine or basically do anything that. It’s important for courier companies to reply to their customers quicker, with the advances in technology, online live chat, e.t.c., there is no excuse for fast customer service support in today’s world.
  • Ease in ordering. There are many companies with horribly long forms to fill up. Basically, you feel as though you have to tell them your whole life story before you can order 1 simple courier order. There are companies which have managed to successfully solve this issue by having very simple order forms such as those on courier companies like PCA Masters.
  • Use more efficient delivery methods – sometimes, although mobile applications which use Uber’s business model may sound cool on paper, it doesn’t work as well as it tries offline. This is because there would be inefficiencies in operations. Here is an example – if there is a surge in deliveries required, a few riders or drivers may bid on all of them and perform the delivery. However, in reality, nobody can courier so many items within that period of time. Therefore, by the time the courier realizes his mistake, he starts cancelling the number of jobs he’s taking. However, by that time, the delivery job may be too rushed due to the deadline and the courier job would be performed late – bad for the customer. Instead, it requires an integration of such ‘Uber’ business models with traditional business sense to best create a logistic solution for customers which make the most economical as well as value-added sense.