Eric Wang

• 10% — Customer Contact Rate
• 70% — Of Customers Had an Active Default Retention Policy

Dropsuite Pte Ltd backs up data from online workspaces (Microsoft 365 or Google Workspace) for millions of customers daily. There are international data protection policies that govern how data should be stored and retained (GDPR, HIPAA, PDPA). However, customers are not concerned about ensuring their accounts have a valid data retention policy in place, resulting in non-compliant data backups.

After clarifying key business metrics and goals with senior stakeholders, we interviewed 5 different customers to understand their willingness to comply with the policy enforcement and their concerns. For example, customers requested sufficient lead time for IT administrators to properly communicate this change to users and manage it. We implemented a simple, step-by-step interface to guide users in setting their policy and provided all customers with 3 months’ lead time to set it up. Customers who needed additional time or help could also reach out.

In 3 months, we increased the percentage of compliant organizations to above 70% of our total customer base. Through early communication, we also kept customer contact below 5%.

• 99% — Delivery Success Rate in Region X
• 95% — Of Parcels Were Delivered with Valid Proof of Delivery
• 2% — Of Parcels Maximum Were Delivered with Invalid Proof of Delivery

Ninja Van’s largest customers are eCommerce platforms (Shopee, TikTok, Lazada), who control almost 90% of all consumer eCommerce transactions across Southeast Asia. Given how competitive the last-mile eCommerce delivery landscape is, eCommerce platforms would award delivery volume to 3rd-party logistics providers based on each vendor’s delivery success rate.

A deep dive into delivery performance challenges identified courier discipline as one of the greatest problem areas. Couriers did not properly attempt delivery in accordance with the mandated standard operating procedure. The most scalable solution to solve this was to overhaul the courier delivery app to enforce the standard operating procedure:

1. To complete a delivery, the app would guide the courier on the pictures to upload.
2. To fail a delivery, the app would provide the courier with a checklist to run through to ensure proper steps were taken and sufficient evidence was collected.

Completed deliveries with valid proof of delivery dramatically increased to over 96%. Courier’s understanding of standard operating procedure also improved. Overall delivery success rate in regions increased by 5-10%, which met expectations.

• 100% — Of Lite Ad Credits Consumed During Trial Period
• 5% — Of Roles Posted Was Previously Posted Using Paid Credit
• 75% — Of Customers Expressed Satisfaction with Lite Ad Performance

In certain Southeast Asian markets that had a high volume of job seekers, employers could explore using free platforms (eg, Facebook) and receive high enough application volume. To ensure that Seek’s job marketplaces continue to capture all job opportunities across the region, we needed a solution that maintained Seek’s leadership position without significantly compromising revenue.

We ran a study to identify which markets and job roles were most vulnerable. This helped us to identify a narrower scope to target and experiment on. The experiment was live in the Philippines for only 3 months, targeting specific customers at risk of churn. Free job ads could be posted only for specific job roles, and free job ad credits would automatically be pre-loaded into customers’ accounts each month.

We found that all customers completely consumed all the free job ad credits provided to them each month. Customers’ anecdotal feedback expressed satisfaction and improved candidate quality (compared to free competitors).