Paul Loo, Chief Operating Officer of Lalamove, gave members an inspiring look at the evolution of the Hong Kong-based delivery platform, showcasing its transformative impact on SMEs.
During the February edition of the Chamber’s monthly “CEO 123 Tell Me More” series, Paul revealed the secret sauce to the company’s success since its launch in 2013. Having rapidly established itself as a market leader in the Mainland, the company operates in over 400 cities across Asia, Latin America and EMEA, showcasing its reach and operational capabilities. For example, in Brazil alone, it has a presence in 17 cities. Last year, the company expanded to Japan and Türkiye; this year, it’s venturing into the Middle East. Recently, it introduced ride-hailing services in the Philippines, combining delivery options with affordable transport.
Making delivery fast, simple and affordable is Lalamove’s mission, allowing individual customers, SMEs and corporations to access delivery services with a finger tap. Paul highlighted the company’s business model and the platform’s innovative mobile app, which offers a reliable network of drivers, speedy order matching and convenient in-app real-time tracking while prioritizing safe deliveries and data security. These cutting-edge features enhance user experience and improve scalability and operational efficiency through advanced technology. Streamlining the logistics process has allowed Lalamove to become a game-changer for SMEs, allowing them to thrive in a competitive landscape.
The company, which boasts a global workforce of more than 1,400 people, strongly emphasizes hiring and trusting local talent. According to Paul, this recruitment strategy enables the company to gain deeper market insights and understand local consumer behaviour for business success. Furthermore, it helps effectively address any challenges that may arise in diverse regions.
Addressing a question about balancing customer demands with drivers’ needs, he emphasized managing customer expectations while maintaining strong relationships with drivers. On effective troubleshooting, he advised that solving business problems requires asking two fundamental questions: “What exactly are you trying to achieve?” and “What is the business value you hold?”
Paul concluded with a powerful piece of advice for SMEs aspiring to succeed: achieving success requires more than just a brilliant idea; it hinges on developing a solid business model that is both sustainable and scalable. This approach has been instrumental in Lalamove’s global transformation and ongoing success, serving as a strong example for other enterprises looking to expand their reach.