As the shift from brick-and-mortar outlets to online retail continues, the challenge of managing last-mile logistics grows. Last-mile logistics is no longer just about transporting products to buyers but about fulfilling customer demand and experience. Customer behavior and expectations have changed over the last few years, challenging the way courier providers operate and relate to their customers.
Creating long-lasting, engaging relationships with customers, and addressing their nuanced demands, such as remote deliveries, return orders, failure to deliver due to customers, and payment options, are some of the challenges that carriers in this sector face. When addressed right, these challenges can help a carrier become a customer’s provider of choice in an already ultra-competitive industry.
Customer's delivery expectations have also changed over the years as Malaysia's leading online retail platforms, such as Lazada, Shopee, and Alibaba, have included transparency as part of the shopping experience. Traditional track-and-trace technologies are no longer sufficient to meet industry standards, as customers are demanding real-time last-mile visibility—from shipping fulfillment to location of drivers, and until the estimated time of arrival. Courier providers are adopting more smart technologies, such as GPS systems and postcode algorithms, which offer greater visibility over their operations, thereby increasing the efficiency of their delivery supply chain.
Service providers also need to find a balance and optimize resources, as existing delivery and processing capacity are stretched; spikes in parcel volume are becoming more frequent due to shorter intervals between sales seasons and holiday cycles. Carriers are, therefore, finding alternative methods such as outsourcing, automated delivery options, and retail partnership to increase their delivery touchpoints.
The Frost Radar™ reveals the market positioning of companies in the last-mile logistic market using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles of each of the companies on the Frost Radar™, based on their strengths and opportunities, and a small discussion on their positioning.
Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders, predominantly in the Innovation index, are recognized as best practice recipients.

Strategic Imperative
Growth Environment
Frost Radar™: Malaysian Last-mile Logistics Market
Frost Radar™: Competitive Environment
City-Link Express
CJ Century Logistics
DHL eCommerce
GDEX
GrabExpress
J&T Express
Lalamove
Nationwide
Ninja Van
Pgeon
Pos Laju
SF Global Express
Skynet
ZeptoExpress
Strategic Insights
Significance of Being on the Frost Radar™
Frost Radar™ Empowers the CEO’s Growth Team
Frost Radar™ Empowers Investors
Frost Radar™ Empowers Customers
Frost Radar™ Empowers the Board of Directors
Frost Radar™: Benchmarking Future Growth Potential
Frost Radar™: Benchmarking Future Growth Potential
Frost Radar™: Benchmarking Future Growth Potential
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Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.
- Market Share (previous 3 years)
This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years. - Revenue Growth (previous 3 years)
This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™. - Growth Pipeline
This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities. - Vision and Strategy
This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision? - Sales and Marketing
This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
- INNOVATION SCALABILITY
This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals. - RESEARCH AND DEVELOPMENT
This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline. - PRODUCT PORTFOLIO
This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue. - MEGATRENDS LEVERAGE
This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline. - CUSTOMER ALIGNMENT
This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost Radar™
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
- GROWTH POTENTIAL
Your organization has significant future growth potential, which makes it a Company to Action. - BEST PRACTICES
Your organization is well positioned to shape Growth Pipeline™ best practices in your industry. - COMPETITIVE INTENSITY
Your organization is one of the key drivers of competitive intensity in the growth environment. - CUSTOMER VALUE
Your organization has demonstrated the ability to significantly enhance its customer value proposition. - PARTNER POTENTIAL
Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
Speak directly with our analytics experts for tailored recommendations.
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Frost Radar |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Aliaa Mohd Nor |
| Industries | Transportation and Logistics |
| WIP Number | PAF2-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9800-A6,9B01-A6,9674-A6,9694,9AF6-A6 |
Frost Radar™: Malaysian Last-Mile Logistics Market, 2020
Benchmarking Future Growth Potential
14-Aug-2020
Asia Pacific
Frost Radar
