CAMPINA Achieves Enhanced Logistics Efficiency and Customer Satisfaction with MileApp

Overview

PT Campina Ice Cream Industry Tbk, a leading ice cream manufacturer in Indonesia, faces the inherent complexities of distributing temperature-sensitive products across a vast and diverse market. Ensuring product integrity, timely delivery, and optimal route management for hundreds of thousands of daily transactions requires a robust, agile, and transparent logistics framework. Before partnering with MileApp, Campina grappled with common industry challenges related to fragmented delivery processes, inefficient redelivery handling, and the administrative burden of traditional dispatch documentation.

Key Facts

• Over 300,000 logistics tasks managed efficiently

• Adopted by 52 active users across operations

• Streamlined 3 critical operational flows

• Optimized 7,000 delivery routes

Objectives

• Enhance the overall efficiency and reliability of last-mile delivery operations.

• Minimize the financial and operational impact of failed deliveries and returns.

• Streamline and digitize key outbound logistics documentation processes.

• Improve real-time visibility and control over the entire distribution network.

• Boost customer satisfaction through consistent and timely service delivery.

Challenges

• Optimizing Complex Last-Mile Delivery Operations for Perishable Goods: Campina faced difficulties in planning efficient routes, managing driver schedules, and ensuring the cold chain integrity of its products during delivery to a wide array of customers, from large retailers to small warungs. The manual coordination led to potential delays, increased fuel costs, and risks to product quality.

• Mitigating the Costs and Inefficiencies Associated with Failed Deliveries and Returns: Redeliveries represented a significant operational overhead, consuming additional time, fuel, and labor. Lack of clear tracking and automated processes for managing redelivery requests further exacerbated these challenges, impacting customer service and resource allocation.

• Streamlining Outbound Shipment Documentation and Dispatch Management: Traditional methods for handling shipment dispatch and internal transfer documentation (e.g., SIK – Surat Izin Keluar or Surat Jalan) were often paper-based, prone to errors, and lacked real-time updates. This created bottlenecks at hubs like Campina Kosambi and Campina Cibinong, slowing down vehicle dispatch and hindering accurate record-keeping.

Solution with MileApp

MileApp provided Campina with a comprehensive, integrated logistics management platform that transformed their fragmented operational flows into a seamless, automated ecosystem.

• Optimized Routing and Real-time Delivery Tracking: MileApp’s advanced routing engine enabled Campina to plan the most efficient delivery paths, considering factors like traffic, delivery windows, and vehicle capacity. Field teams were equipped with mobile applications for real-time task updates, navigation, and digital proof of delivery.

• Automated Redelivery Management: The platform introduced structured workflows for handling redeliveries, allowing for quick identification of issues, efficient rescheduling, and improved communication between drivers, dispatchers, and customers, significantly reducing manual effort and turnaround times.

• Digitized Dispatch and Documentation Workflows: MileApp digitalized the entire process for managing outbound shipments and internal permits (SIK). This eliminated paper-based forms, automated approval flows, and provided a centralized system for tracking all documentation and dispatch activities, improving accuracy and speed.

• Enhanced Visibility and Control: With MileApp, Campina gained end-to-end visibility into their logistics operations, from task assignment at hubs like Campina Kosambi to the final delivery point, enabling proactive issue resolution and data-driven decision-making.

• Scalable and User-Friendly Platform: The platform’s intuitive interface ensured rapid adoption by Campina’s 52 users, facilitating smooth integration into their daily operations and supporting their large volume of tasks.

Results

• Elevated Operational Efficiency: Successfully managed over 300,000 critical logistics tasks with enhanced accuracy and speed, reducing operational bottlenecks.

• Optimized Resource Utilization: Executed 7,000 optimized delivery routes, leading to significant savings in fuel costs and driver hours.

• Improved First-Attempt Delivery Rates: Streamlined redelivery processes contributed to fewer failed deliveries and improved customer satisfaction.

• Enhanced Data Accuracy and Compliance: Digitization of documentation workflows (e.g., SIK) drastically reduced errors and administrative lead times, ensuring better record-keeping and regulatory compliance.

• Greater Visibility Across the Supply Chain: Achieved comprehensive, real-time insights into delivery progress, driver performance, and operational status, empowering better strategic decisions.

Why It Matters

By leveraging MileApp, CAMPINA transcended traditional logistical hurdles to establish a more resilient, efficient, and transparent distribution network. The transformation of complex delivery operations, mitigation of redelivery challenges, and digitization of dispatch documentation have not only yielded substantial cost savings and operational efficiencies but also significantly bolstered Campina’s commitment to customer satisfaction. This strategic partnership ensures that Campina can continue to deliver high-quality, temperature-sensitive products reliably across Indonesia, maintaining its competitive edge and strengthening its market leadership through superior logistics execution.