Harmonising Delivery Order Processing at a major Port in Southeast Asia

Our client is one of the 100 busiest container ports in the world. They handle nearly 1.5 million TEUs annually. It plays a vital role in connecting the industrial hub of the country and making way for an active role in the nation’s cross-border trade. Moreover, it has an integrated road and rail connectivity that ensures faster movement of liquid cargo and break bulk.

Need for Harmonisation

With the port being the sole hub for the Southeast Asian country, harmonisation in trade and stakeholders was missing. Due to which, chaos ensued, which further caused delays in terms of cumbersome and time-consuming processes. The average Delivery Order (DO) processing time ranged between 24–48 hours, largely due to manual and fragmented workflows. As a result, efficiency of operations was questionable, and these long-delayed processes were the reason for the port not achieving its true potential.

Challenge

Agents were required to make physical visits to multiple counters for documentation submission and payment clearance, while repetitive manual data entry across shipping lines, agents, and terminal operators increased the risk of errors and inefficiencies. The absence of real-time visibility into document status further led to frequent follow-ups, operational congestion, and avoidable delays in cargo release.

Manual Delivery Order processing led to data discrepancies of up to 8–10 per cent, long queues, and administrative congestion. Routine paperwork required higher manpower, while heavy paper usage and repeated physical visits increased the port’s overall carbon footprint.

Kale’s Digital Harmonisation Approach

Kale deployed a cloud-enabled Electronic Delivery Order platform integrated with a secure digital payment gateway to streamline documentation and coordination. With auto updates of delivery order status, redundant data entry was ruled out. This further eliminated costs associated with physical visits and other documentation. It is interactively built by leveraging Artificial Intelligence and Machine Learning that eventually paves way for better user experience. In addition to this, mobile enabled e-services was offered that made operations much easier for all stakeholders, which further harmonised the process for all stakeholders.

Measurable Impact

e-Delivery Order in <5 mins

>98% data accuracy

Reduced CO₂ emissions

Up to 70% reduction in physical documentation

40–60% reduction in stakeholder footfall at counters 

Testimonial

“Generating delivery orders in less than five minutes is making our process seamless and we are able to perform much better. Delivery orders coming on time, productivity and efficiency improving followed by reduced time consumption on various other activities. We foresee this application evolving into a full-fledged maritime single or a port community system in the future.”

-Chief Information Officer