119 that ’ s where Ninja Van comes in , providing delivery outside of the main metro areas ,” Perez explains . “ At the same time , we ’ re cognizant that a big chunk of business in the market is still happening in the physical retail space . Smaller SMEs haven ’ t been well served - that ’ s a very underserved part of the market that we really want to serve a lot better .”
Going forwards , Perez still sees room for improvement , particularly when it comes to automation . “ Right now we ’ re looking at fully automated facilities that can process parcels for us . That ’ s one of the big ticket items . Operationally , I see it just getting more and more optimised .” Such improvements are all in the service of improving the customer experience . “ At the end of the day , being able to provide a solid , reliable experience to the people who ship with us and the people we deliver to is key .”
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