XDel Singapore: Using technology to deliver simplicity

• Main Authors: KUSNADI, Yuanto, PAN, Gary, LIM, Thomas
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2021
• Subjects: Distribution and Logistics; Analytics and Data Science; Technology and Analytics; AI and Machine Learning; Digital Transformation; Mobile and Wireless Technology; Asian Studies; Operations and Supply Chain Management; Technology and Innovation
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/346; https://cmp.smu.edu.sg/case/4906
• Institution: Singapore Management University

Courier company XDel Singapore is not only involved in express courier and delivery services, but also e-commerce and last-mile fulfilment, international and cross-border deliveries, as well as mailroom and logistics activities. It has grown from a two-man operation in 1993 to a firm of close to 100 staff as at 2021, with its revenue rising from US$26,150 in its first year of operations to US$5.4 million in 2020. To enable the company to gain a competitive edge in the local logistics industry, XDel Singapore has invested heavily in information technology (IT) infrastructure. It has developed key technological innovations to improve its efficiency and productivity, which include the HOMES Enterprise Resource Planning (ERP) system, its proprietary mobile app LUKE, and a website with enhanced capabilities. In addition, it has also switched to using the Voice over Internet Protocol (VoIP) phone system and adopted the use of the artificial intelligence (AI)-powered Springboard engine as part of its Vehicle Route Planning (VRP) system, while tapping on WhatsApp and Telegram messaging apps to communicate with staff and customers. Additionally, XDel Singapore has started to use data analytics to make better decisions on deploying staff and conduct route planning.