Photo by Pos Malaysia

Pos Malaysia Berhad, the main supplier of postal and courier services in Malaysia, is transforming its conventional mail and parcel delivery operations to improve customer experience by leveraging Amazon Web Services (AWS).

The provider of national postal services will close its on-site data centres and transfer the IT infrastructure to AWS cloud computing.

The company has reduced IT costs by half by making a complete commitment to AWS, while also enhancing the customer experience with innovative digital solutions tailored to their requirements.

With access to more than 10 million addresses and a retail network with more than 3,500 points of contact, “we can now offer consumers more effective delivery,” Pos Malaysia’s Chief Digital & Transformation Officer Sumesh Rahavendra said.

In June 2022, the business moved 60 critical apps to AWS, including parcel tracking, retail point-of-sale, SAP, human resources, supply chain, and mail tracking.

The company employs Amazon Elastic Compute Cloud (Amazon EC2), a web service interface that provides scalable cloud computing resources, to grow its workloads.

Pos Malaysia is able to better serve its customers by providing hassle-free delivery during busy periods like sales promotions and holidays.

For an integrated data platform on AWS, the organisation has also built a centralised data repository to better understand customer needs, find delivery efficiencies, and improve operations.

In order to estimate delivery demand and distribute resources like vehicles and employees to meet it, it uses Amazon SageMaker, a tool for designing, training, and deploying machine-learning models.

Pos Malaysia was able to develop the computing layers and pipelines necessary to reduce their expected time of arrival (ETA) to a three-hour window, directly improving the end-user experience.

Regarding the future, Rahavendra stated that their teams are already constructing several crucial cloud-native solutions they require internally.

We have a variety of situations, such as our sortation centres, where we use automated sorters to make decisions right away rather than returning to the cloud to hunt for data.

“We look forward to retiring outdated systems and streamlining operations to improve productivity, bring value to the company, and begin to save time, money, and improve customer experience,” he said.

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