Lalamove’s streamlines and scales up. As simple as that.
Lalamove's business has soared in recent years. Its value is comparable to those traditional big-names which are already in the stock market for decades. Partner drivers are ubiquitous with the bright orange stickers being too big to ignore. How this billions-valued unicorn leveraged SleekFlow to quadruple its effectiveness?
How’s the workflow before SleekFlow?
J: Before SleekFlow, the communication between drivers and our staff was way too hands-on. We need to call them one by one or use an SMS blast. It required a lot of human resources to make hundreds of phone calls. Besides, there was no chat history. Not all the conversations could be dealt with simultaneously, and the workflow was not standardized at all as verbal conversations tend to vary. With SleekFlow, a corresponding template message could be sent according to various situations. It is standardized.
What’s the significant improvement to the workflow?
J: It saves manpower and we can interact with drivers effortlessly when comparing to phone calls.
Through SleekFlow, our staff members can handle 3-4 conversations at the same time instead of one to one. The result is quadruple.
Managing Director, Lalamove
What’s your favorite feature?
J: I think it’s its end-to-end feature. Our team members can hence smoothly handle a large number of inquiries.
Assuming one driver contacted our team member. Team member A could not solve the problem right away. The next day, A is having a day off while team member B can quickly take over this inquiry ticket by reading the chat history and the driver’s history on the SleekFlow platform.
Another feature I found quite impressive is the WhatsApp broadcasting function.
Many of our clients are heavy WhatsApp users. It’s easier to build trust and relationships with them via WhatsApp. Traditional phone calls take way too much time while SMS blast is more like a one-time thing instead of a chatroom.
Text messages appear to be more official and distant. Partner drivers are simply “notified” while the phone call is too time-consuming. Social messaging is more scalable and with a social element.
Managing Director, Lalamove
What industry would you recommend using SleekFlow?
J: Social commerce. I think their customers often send inquiries via WhatsApp. When the business is scaled up with a more extensive customer base, they cannot take care of the large volume of questions through basic WhatsApp Business. It is essential to understand the customers’ status, whether it’s still at price negotiation or already a conversion sorting out the logistics. You can easily comprehend the whole picture with SleekFlow.
Besides, some agent platforms like us should make good use of SleekFlow. Since the agent platform needs to handle a lot of freelancers plus orders and do the matching, SleekFlow can genuinely streamline the process. Just like broadcasting the announcement, it can be as simple as one click.