Mar 03, 2026

Operational Update on Parcel Dispatch

Memorandum 202500134

To: All Marketers & Staff
From: Management
Subject: Operational Update on Parcel Dispatch

Courier Service Transition
Management has made the decision to switch from DHL to Pos Laju due to the following operational challenges:

• After the resignation of our dedicated DHL person-in-charge, parcel issues required email communication with customer service.
• Response time typically took 3–5 working days, affecting efficiency and problem resolution speed.
• There was no immediate escalation support available.

To ensure better responsiveness and faster issue handling, we transitioned to Pos Laju, where a reachable person-in-charge is available when urgent parcel matters arise.

However, please note:

• Pos Laju is currently not integrated into our existing system.
• Operations are required to manually generate AWB one by one.
• This manual process requires additional processing time.

Ramadan Pickup Timing Adjustment

• Due to Bulan Ramadan, parcel pickup time has been adjusted earlier to approximately 1:30pm–2:00pm, instead of the usual 4:30pm.
• This earlier collection timing has contributed to certain parcels being unable to be dispatched on the same day or the next day if not completed before pickup time.

Action Taken
COO has concluded a meeting with the Operations Team and will be implementing a new SOP to streamline workflow, improve coordination, and ensure smoother dispatch processes moving forward.

We appreciate everyone’s understanding and cooperation as we strengthen our operational system for long-term efficiency.

Thank you.