Lalamove builds a safety incident management platform using Zoho Creator
- INDUSTRY Logistics
- SIZE 1700+
- TYPEB2B, B2C
Lalamove is an Asia-based high-tech logistics company that provides delivery services by connecting consumers, SMEs, and corporations with delivery drivers through its mobile and web application. Founded in Hong Kong in December 2013, Lalamove operates in 11 markets and over 40 cities across Asia and Latin America, connecting more than 14 million customers with a pool of 2+ million driver-partners, enabling simple and fast delivery.
The safety team at Lalamove is the gatekeeper responsible for overseeing and handling the safety incidents that happen across all markets. Apart from handling the cases and providing advice and support when needed, the safety team is also in charge of developing global safety directives and the overall framework of how Lalamove manages safety in their daily operations.
Initially, the safety team used Zoho Desk to review the case chronology written by the customer service agents, which was often one-sided documentations of the incident. They couldn't communicate and collaborate with other teams like sales and marketing, who supported incident resolution and missed out on the details of the follow-up actions.
With the help of Zoho Creator, Lalamove built a Safety Incident Management Platform (SIMP) to record the case chronology, which captures the latest updates of case descriptions, customer and driver statements, and other case-relevant information. SIMP helps the safety team conduct investigations efficiently, better communicate with involved departments, and enable them to achieve resolution for their users. It also made it easier for the local authorities to retrieve case information.
In today's fast-evolving business world, creating new solutions quickly that behave similarly across an omni-channel ecosystem is a game-changer. Here's how Lalamove overcame operational challenges with the help of the Safety Incident Management Platform.
Enabling better collaboration
Maintaining a comprehensive record of incident information and making it accessible to multiple teams was a major challenge for the safety team. With the SIMP application, the safety team could gather all of the incident information in a single place, enabling related departments to collaborate in resolving an incident.
Data tells a story
Turning data into insights and actions is critical to making better decisions and gaining a competitive advantage. Lalamove leveraged information stored in the SIMP application to assess and gauge various safety-related performance metrics.
Low-code platforms enable agile development and delivery of highly customized solutions that can quickly solve unique challenges with a high business impact. They help businesses improve organizational efficacy, enable better collaboration among teams, and provide better mission delivery.