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Packxpert 2025 Annual Summary

2025 A Year of Operational Transformation


2025 marked a pivotal milestone for Packxpert as we strengthened our position as a trusted fulfilment and logistics partner, supporting our clients’ growth across multiple sales channels.


Throughout the year, our focus centred on four strategic pillars:

  • System Stability & Integration

  • Fulfilment Accuracy & Process Excellence

  • Cost Optimisation & Scalability

  • Proactive Client Support

By aligning operations, technology, and service innovation, we built a stronger, more scalable fulfilment ecosystem to power our clients’ expansion.



System Enhancement

Upgraded Infrastructure & Process Optimisation

In January 25, Packxpert successfully migrated to the new Anchanto WMS, marking the beginning of a major infrastructure upgrade that improved system stability, scalability, and operational visibility.

To ensure a seamless transition:

  • Operational support was deployed throughout February 25

  • Zero order disruption was maintained

  • Continuous system monitoring was implemented


In June 25, our team engaged directly with the Anchanto WMS Regional Head to accelerate system enhancements and performance improvements.

Throughout the year, we also submitted structured enhancement feedback to improve:

  • Order synchronisation accuracy

  • Status tracking visibility

  • Platform integration stability

  • Workflow usability



Fulfilment Excellence

Driving Accuracy Through SOP Innovation

Operational quality remained a core priority in 2025.

Key initiatives included:

  • Pick & Pack SOP enhancement (March25)

  • AQL-aligned inbound QC implementation

  • Staff operational training & certification

  • Process standardisation across workflows


These initiatives led to a major milestone:

100% Picking Accuracy Achieved from July 2025 Onwards


From July 25 through year-end:

  • Zero reported pick & pack errors

  • Improved fulfilment consistency

  • Strengthened quality assurance controls

This milestone reflects Packxpert’s commitment to operational discipline and continuous improvement.



Cost Optimisation

Scalable Solutions Without Fixed Cost Burden

As client order volumes scaled, Packxpert ensured fulfilment costs remained efficient and predictable.


Key improvements included:

  • Carton box upgrades to reduce parcel damage (April 25)

  • Packaging protection enhancements

  • Courier diversification strategies

  • Delivery success rate optimisation

These initiatives enabled clients to scale operations without significant fixed cost increases.



Logistics Network Expansion

Strengthening Global Shipping Capabilities

2025 marked a major year of courier network growth:

  • August — DHL Express introduced for worldwide delivery

  • November — Official SPX Service Point partnership secured

  • December — SF Express launched for China shipping


These expansions delivered:

  • Faster international transit times

  • Lower China shipping costs

  • Greater courier flexibility



Operational Growth Milestones

December Highlights

  • Return Dashboard launched for tracking visibility

  • Marketing inserts & brochure handling introduced

  • “Avoid Sunlight” parcel stickers implemented

  • Parcel packing video documentation created

  • Shopee Fulfilment benchmarking visit conducted

  • Second warehouse expansion completed

  • Value-Added Services (VAS) officially launched



Client Support Performance

Proactive Problem Solving at Scale

Since launching our structured ticketing system in May 2025, Packxpert significantly strengthened support responsiveness, accountability, and issue resolution efficiency.


Our support team acts as a coordination buffer between warehouse operations, WMS systems, courier partners, and sales platforms allowing clients to stay focused on business growth while we manage operational complexity.


Support Impact Metrics

498 Tickets Resolved

Structured operational and system issues successfully tracked and closed.


1,300+ Client Conversations Handled

Across fulfilment, system, courier, and operational enquiries.


Service Response & Resolution Performance


To ensure service transparency and measurable performance, we tracked key support responsiveness indicators:

  • Average Wait Time - 16 minutes 33 seconds

  • Average Interaction Time - 9 hours 33 minutes 55 seconds

  • Average Resolution Time - 2 hours 33 minutes 34 seconds

These metrics reflect our commitment to fast response, active case management, and efficient issue resolution.


Value-Added Services (VAS)

Beyond Standard Fulfilment

To support marketing campaigns and product launches, Packxpert expanded into value-added fulfilment solutions.


Sachet Packaging

  • Printing

  • Pre-packing

  • Heat sealing

Mystery Gift Preparation

  • Campaign kit assembly

  • Printing & packing

  • Sealing services


These services enabled:

  • Faster campaign launches

  • Consistent packaging quality

  • Enhanced end-customer experience



Performance Metrics

Operational Excellence Snapshot

Order Accuracy Rate - 100% from July onwards

Dispatch Consistency - Same-day & next-day dispatch maintained, including peak periods

Processing Errors - Significantly reduced through SOP upgrades & training

Return Handling - Faster turnaround through dashboard visibility & tracking



Looking Ahead to 2026

2025 laid the operational foundation for Packxpert’s next growth phase.

With strengthened systems, expanded logistics networks, enhanced fulfilment accuracy, and scalable infrastructure, Packxpert is well positioned to:

  • Support higher order volumes

  • Expand B2B fulfilment capabilities

  • Introduce warehouse automation initiatives

  • Launch more advanced value-added services


We remain committed to driving operational excellence and powering our clients’ continued growth in 2026 and beyond.


Packxpert - Your Behind-The-Scenes Team for Your E-Commerce Success




 
 
 

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