Cainiao Smart Logistics Network, the logistics arm of Alibaba Group, is launching a series of consumer-centric logistics upgrades aimed at customers in Singapore and Malaysia.
The move targets the lead-up to Alibaba’s annual Tmall 618 Mid-Year Shopping Festival, which kicked off sales starting on 1 June and culminating in the finale sale from 16 to 20 June. The event is also known as Taobao 618 GSS in Singapore and Taobao Mid-Year Sale in Malaysia.
The logistics upgrade for Singapore and Malaysian consumers is broadly segmented into four key areas, each focusing on a specific customer need, according to Cainaio. This includes real-time customer service support, expansion of air freight parcel size and weight limits, greater air and sea shipping stability with daily freight connections, and compensation for lost or damaged packages.
Cainiao has launched a direct WhatsApp communication channel for customers in Singapore and Malaysia to receive timely logistics updates and facilitate enquiries. This service was introduced based on feedback from regular customer surveys which reflected the demand for real-time communication via their preferred platforms.
In view of the recent global bottleneck in sea shipping, Cainiao has also expanded the parcel size and weight limits for air freight up to 30kg or 1.0m long, 1.6m wide for Singapore and Malaysia customers, to better accommodate larger consumer items such as furniture.
This move aims to provide an alternative and faster shipping option for customers in view of the surging demand for big-ticket items. In parallel, sea and air freight frequency will be almost doubled to seven times weekly (from the previous three to four per week) to maintain delivery efficiency, with a capacity of 15 tonnes per flight and 10 shipping containers per sea freight.
Cainiao is also providing compensation up to CNY 2,000 (USD311) for lost and damaged packages based on the product value.
“We have always placed our customers at the heart of the business and the focal point for our logistics innovation and service offerings,” says Chris Fan, head of Cross-Border, Singapore, Cainiao Network.
“This series of customer-centric logistics upgrade reaffirms our goal of pursuing value-added services to enhance customers’ shopping experience while mitigating challenges posed by external factors. By expanding and deepening our services, we aim to provide a stronger logistics infrastructure that can bolster the booming eCommerce sector, support merchants’ expansion into new markets and diversify retail options for consumers,” Fan adds.
This latest service enhancement comes after a series of logistics network expansions by Cainiao in the region last year, including partnerships with BEST Inc. and Yunda in Malaysia, and Singapore Post, BEST Inc., Roadbull and Park & Parcel in Singapore to expand last-mile network in Singapore, and the operation of Cainiao Aeropolis eWTP Hub in Kuala Lumpur to facilitate cross-border shipments in Southeast Asia.