Hawkr Leverages Kosmo To Scale Its Operations

Customer Introduction:

Hawkr is a growing marketplace for homemade food delivery based in Malaysia. Established with a commitment to providing authentic homemade meals to customers, Hawkr connects local home-chefs with food enthusiasts looking for unique and healthy meals. The platform has gained popularity for its diverse range of homemade dishes, reflecting the rich culinary culture of Malaysia.

Problems:

Hawkr initially relied solely on third-party couriers for their food deliveries. However, this approach presented several challenges:

• Inconsistent Timing: Couriers often showed up at pickup locations either too early or too late, disrupting the delivery schedule.
• Driver Availability: A lack of available drivers led to delays in fulfilling orders, affecting customer satisfaction.
• Food Handling: Some couriers were not handling the food properly, impacting the quality and freshness upon delivery.

In response to these challenges, Hawkr decided to recruit a small fleet of in-house drivers to gain full control on the customer delivery experience. However, the team didn’t have the resources to build an internal delivery management system and using manual methods such as Google Sheets and WhatsApp proved to be inefficient, error-prone, and difficult to scale.

Solution:

Hawkr found a comprehensive solution in Kosmo, a last mile delivery management platform. Kosmo enabled Hawkr to adopt a hybrid logistics strategy, effectively managing both their in-house delivery fleet and third-party couriers within a single platform. The key components of the solution included:

• Driver App for In-House Drivers: A dedicated app (iOS and Android) for their in-house delivery team, enabling live location tracking and easing communication.
• Integration with Local Couriers: Integrated with local couriers such as Lalamove and pandago, Kosmo allows Hawkr to leverage external resources when demand exceeds their in-house fleet's capacity.
• All-in-one Platform: Kosmo provided a centralized platform where all deliveries, whether handled in-house or by third-party couriers, could be managed and tracked in real-time.

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“All in all, Kosmo has targeted the biggest pains of running a food delivery platform with their unparalleled flexibility and also awesome customer service. The Kosmo team has always been helpful and supportive whenever needed.” Liyen Tan - Founder & CEO

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Results:

The implementation of Kosmo brought significant improvements for Hawkr, transforming their delivery operations and customer experience. The notable outcomes include:

• Scaling Operations: The shift to Kosmo eliminated the need for multiple tools and platforms, saving the team hours of manual work every week and unlocking growth
• On-time Delivery: By having easy access to third-party couriers when needed, Hawkr significantly increased their on-time delivery rate and consequently their customer happiness
• Flexibility for Continuous Improvement: Kosmo's flexibility allows the Hawkr team to run quick tests, analyze performance, and make iterative improvements, ensuring ongoing optimization of their delivery processes.

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“The best aspect of Kosmo for us is the flexibility. Many delivery platforms say they have flexibility but none have matched the flexibility that Kosmo provides.” Liyen Tan - Founder & CEO

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‍Next

Given the great success in Malaysia, Hawkr team decided to expand their operations to Singapore and chose Kosmo as delivery partner to replicate the successful hybrid delivery strategy. “It's extremely costly to run an F&B establishment in Singapore. We want to break this barrier by enabling and empowering home businesses to build their own successful F&B brand in the comfort of their home kitchen.  For consumers, we want to be the go-to platform for the most authentic meals in their neighborhood.” says Liyen Tan, the Founder & CEO of Hawkr.

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