SUPPLY CHAIN of building our own delivery fleet , we partnered and integrated into our data system more than 20 local providers assuring comparable service level and an enhanced offering to all our customers , no matter where they are located .
“ Cash on delivery was another example . Back in 2012 only very few last mile delivery providers wanted to offer cash on delivery to customers . We patiently started with one of them , discussed and jointly developed the processes together and showed them that it was actually possible to perform this service at scale .
“ In a short time this allowed us to be different to everyone else in the market and it became a virtuous cycle in the logistics industry . They see that together you can achieve certain results , and this allows you to raise them up to the next level .”
Alongside massively improved next day delivery services ( more than half of the orders are delivered on the next working day across all Southeast Asia ), ZALORA ’ s local strategy has enabled a number of other key business benefits . By partnering with local convenience stores , the company has been able to offer customers free collections and returns , affording them an unprecedented level of service and choice . “ There is an educational component that we need to bring to markets with very low eCommerce penetration ; we tried to build this confidence in the industry also through these added services . Convenience stores are a big request , especially in capital cities where the working hours are longer and customer wants to have something more convenient for when they are not at home ,” Duri adds .
Having transformed its supply chain without compromising its dedication to the constantly evolving expectations of the modern fashion customer , ZALORA has found the sweet spot for supply chain management . Not afraid to invest in its partners in order to consistently meet customer expectations , the company ’ s future in Asia is assured .
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