PopBox Asia, Vonage ramp up delivery process in Indonesia

PopBox Asia Services, an automated parcel locker service provider, chose Vonage to enhance its last-mile delivery process in Indonesia.

PopBox Asia customers include ecommerce companies such as Lazada, Zalora, Herbalife, Blibli, FMCG brands such as Coca-Cola, Indofood, and courier companies such as Pos Malaysia and Ninja Express, GDEx and many more.

Using Vonage’s Messages API integrated that is directly with the WhatsApp Business solution, PopBox Asia Services communicates with customers on Indonesia’s top mobile app, notifying them of package deliveries. 

If the message delivery is unsuccessful via this channel, the Vonage Dispatch API will send the message through alternative channels, such as SMS. The company’s transition from SMS to WhatsApp notifications was crucial as it worked to meet the increased demand in parcel deliveries during the pandemic.

“We are seeing a rise in parcel deliveries especially during this pandemic time (but the) unreliable delivery rate of SMS messages in Indonesia posed a challenge for us,” said Greta Bunawan, COO of PopBox Asia.

Bunawan said that since migrating to WhatsApp, they have seen a message delivery success rate of over 86%.

“To-date we have served hundreds of thousands of users through WhatsApp, helping us reduce escalating SMS costs, lowering the number of contact center interactions and ultimately, improving customer service quality,” Bunawan said. “With this successful implementation, we are confident of rolling out WhatsApp notifications for users in Malaysia as well.”

PopBox Asia is Indonesia’s first smart locker operator. The company manages an average of close to 100,000 monthly deliveries to its smart lockers, which are found in over 350 locations across Indonesia and Malaysia.

“We understand the challenges faced by businesses in our region to seamlessly communicate with their customers,” said Sunny Rao, Vonage SVP in charge of API Global Sales. “We are proud that Vonage has been able to help PopBox Asia create a richer, more engaging customer experience through simple, reliable multi-channel messaging, while meeting the increased demand in parcel deliveries amidst the pandemic.”