With more and more competitors entering into Singapore’s courier industry, one of them stands out the most, and that’s PCA Masters. As a young company, they have managed to successfully scale up quickly to over 25 couriers in their company and continue to scale steadily while keeping up their standards of service. Actually, they’re far from being the only new company in Singapore, but their rapid rise to success is virtually unheard of in this industry which
is was dominated by old players. Let’s take a deeper look at them.
PCA Masters provides same day courier service locally in Singapore, and instead of going the conventionally Asian way of doing business – cutting prices to get volume, they focused on getting their customer support right. I would fairly say that Singapore’s courier service industry is largely broken in the past, despite the several companies there are in Singapore. This is because most businesses focus on the money aspect of the business, but forget that customers buy courier service not because it’s cheap (postal is always cheapest), but because they need to solve a problem (get something to another location on the same day and be highly accountable). There are so many companies which are constantly unaccountable and shrug off the problems when they meet problems and blame it always on the customer without looking at the facts. Also, many companies forget that timing is very important when it comes to something like courier service – where it’s usually companies delivering time sensitive documents which use the most!
Most old companies try to cut their prices by keeping their service levels lower, and by giving a no frills service. It is something like there are 10 budget airlines, and yet another budget airlines comes out to compete. It’s ridiculous doing business that way, sooner or later, no one will make profits and many companies like Rocket Uncle / Zyllem, Idelivery and Gogovan has completely pulled out of the small item document/parcel delivery service in Singapore because they have competed their own profits away. Network courier has also been dwindling down in their business compared to 20 years ago when they first started, because they refuse to keep up with the changing economy, and the fact that people want more than cheap but poor services. Companies which focus on their service and value to their customers will thrive regardless of the economy, because they’re not dependent on getting sales because they are cheap, but they get sales because they are valuable. That is why companies like PCA Masters will become the Apple or Google of Singapore’s courier services industry.
What do you think? Let me know your thoughts in the comment area below!