We approach our relationships with last-mile partners with the same level of importance as we do with our customers: Flemming Amar Raza of UBSEND

“Through these efforts, we aim to cultivate partnerships that benefit all parties involved and contribute to the enhancement of our service offerings.”

UBSEND is a shipping company offering e-commerce, logistics, parcel distribution, and tracking services across multiple countries. Currently, the company is expanding its services to the Middle East and the United States.

UBSEND was founded in 2014 and is headquartered in Copenhagen, Denmark.

The Silicon Review reached out to Flemming Amar Raza, CEO of UBSEND, and here’s what he had to say.

Interview Highlights

Q. How has UBSEND evolved since its founding in 2014, particularly in achieving its mission of delivering innovative transportation and technology solutions?

That’s a good question. Since our inception, we have witnessed significant growth, particularly in technology and last-mile delivery solutions. We have transitioned from handling zero parcel volumes to managing millions of parcels today. This progress stems from our focus on innovation and the establishment of an integration platform. Through this platform, we provide smart access to a network of carriers across diverse markets, enabling local players to gain global prominence. This strategic approach has positioned us as pioneers within e-commerce and retail, catering to the increasing demand for cross-border parcel solutions.

Our market entry timing was ideal, contributing to consistent double-digit growth. Simultaneously, we have maintained a strong commitment to enhancing customer experiences, including the implementation of omnichannel solutions. This encompasses not only physical last-mile deliveries but also inter-store logistics and streamlined return processes. Our journey has been marked by continuous product development and technological advancements, ensuring we stay aligned with evolving customer requirements. For example, an integrated customs solution to handle the rising customs demand due to Brexit and also classic EU customs countries such as Norway and Switzerland. 

Q. What steps has UBSEND taken to ensure the accessibility of its transportation and technology platform to a diverse range of users?

We have been keen on embracing the latest technology, reflecting our agility as a company. This agility has enabled us to emphasize to our customers the simplicity and ease of integrating with UB, thereby minimizing the cost of change. This approach resonated positively in the market and among our customer base. It became a pivotal aspect every time we considered implementing changes, maintaining a spirit where agility served as a primary driver for expanding our customer reach. This ethos also extended to our customers, who began recommending us within their networks. Also, we expanded into markets such as the UK and Germany, establishing local representation and ensuring accessibility for our European clientele. Furthermore, our European roots have facilitated shipping beyond the continent.

Q. How does UBSEND stay ahead of emerging trends in the transportation sector to uphold its position as an innovator?

We approach our relationships with last-mile partners with the same level of importance as we do with our customers. Building strong connections and staying ahead of market trends are central to our strategy. This involves gaining a deep understanding of different markets and the carriers operating within them. If necessary, we conduct thorough research to identify key players, understand their service offerings, assess their sustainability, longevity, and innovations, and ensure alignment with customer needs. We then leverage this knowledge to provide valuable insights to our customers, presenting them with unbiased information about the market landscape and available options. Our procurement and carrier management teams maintain close relationships with our partners, enabling us to tap into their expertise and remain informed about market developments. Transparency is key in our partnerships, and we actively involve our last-mile delivery partners in discussions with our customers, fostering collaboration and mutual growth opportunities. Through these efforts, we aim to cultivate partnerships that benefit all parties involved and contribute to the enhancement of our service offerings.

Q. Could you share any success stories or case studies that highlight the positive impact of UBsend’s solutions on improving transportation efficiency?

We simply need to be relevant for our customers every day, and encourage not only our own advancements but also that of our last-mile delivery partners towards innovation. Technology plays a pivotal role in this endeavor. When our partners lack certain capabilities, we bridge the gap as intermediaries, leveraging our expertise to innovate solutions that benefit both parties. By maintaining an in-house approach, we ensure swift responses to market dynamics.

Furthermore, we proactively identify emerging players in the market, particularly those driven by technology, and advocate for their adoption by our customers to enhance global reach and ratings. Moreover, we remain attuned to sustainability and ESG considerations, aligning with our customers’ demands and nurturing innovation in this regard. When onboarding new partners, we assess their capabilities and future roadmap to ensure alignment with our innovation-driven approach. Partners failing to meet future innovation standards risk exclusion from our portfolio, as customer demand remains paramount.

A noteworthy example of our innovation in action is our collaboration with ASOS, a global distributor based in the UK. Recognizing their need to expand into Nordic markets and address customer preferences for fast deliveries, we devised a tailored solution that not only catered to cultural nuances but also significantly reduced costs. Also, we developed a smart solution enabling personalized product selection based on customer location, enhancing the delivery experience. This innovation not only improved lead times, reduced costs, and boosted customer satisfaction but also streamlined integration processes for ASOS.

Similarly, our integration to retail POS system of ECCO, Bestseller (which includes brands like Jack & Jones, Vero Moda, ONLY, etc.), and other retailers has facilitated seamless store-to-store deliveries, optimizing efficiency and expanding service offerings. This successful implementation has since been adopted by 5000 retailers across Europe, underscoring our commitment to driving innovation and nurturing growth for our customers.

Q. Tell us about the UBSEND team. What value do they bring to the company?          

Our greatest assets are undoubtedly our people. They embody the mindset of agility and customer-centricity, which are fundamental to our approach. While prioritizing customer needs may sound like a cliché, it forms the basis of everything we do. Our tech solutions are developed with an “outside-in” perspective, meaning we consider the experience of the end-user, whether they are a private consumer receiving a package or a store employee accepting goods. This mindset is enriched by the diverse backgrounds of our team members, who hail from various industries including retail, fashion, and technology. This diversity of experience fuels innovation and ensures that we approach challenges from different angles.

Innovation is not just about generating ideas; it’s also about execution. We encourage our team members to speak up with their innovative ideas and empower them to see those ideas through to fruition. This collaborative approach allows us to leverage the wealth of expertise within our team and bring innovative solutions to the market. While innovation is encouraged, it must always align with our core values of sustainability, profitability, and value creation for our customers and ourselves. As long as an idea meets these criteria, our teams are free to develop it further. This autonomy fosters a culture of innovation and enables us to stay at the forefront of the tech and transportation industries.

Q. What new endeavors is UBSEND currently undertaking?     

Expanding our operations into the Middle East and the US is a key focus for us currently. A critical aspect of this expansion strategy is streamlining customs procedures. Our approach involves integrating customs processes to ensure seamless operations across different carriers and transport modes in various markets. This integration eliminates the complexities associated with diverse access codes and structures in each country, relieving our customers of these burdensome challenges. This simplification of customs procedures is highly valued by our customers, as it significantly reduces their operational hurdles.

Q. What inspirational words do you have for aspiring entrepreneurs?

Believe strongly in your product and execute with determination. It’s crucial to embrace vigorous execution rather than being paralyzed by the quest for perfection. Many individuals hesitate, seeking the flawless product, layout, color scheme, or homepage. However, what truly matters is the courage to take action. Embrace the journey wholeheartedly, surround yourself with exceptional individuals who complement your strengths and address your weaknesses. With the right team and firm belief, remarkable feats become achievable. When faced with skepticism or naysayers, let it serve as motivation to prove them wrong. A combination of a stellar team, unyielding determination, and bold execution is the formula for success, particularly for young and apprehensive entrepreneurs.

Q. Is there anything you would like to add before we wrap up? 

The world we inhabit, influenced by the emergence of AI, prompts us to reconsider our approach. Instead of fearing AI, we should welcome it while actively seeking ways to address its implications. This entails crucial discussions on its potential impact on employment and the nature of future jobs. Embracing AI presents opportunities for innovation and cost-saving measures, particularly for technology-driven enterprises. In conclusion, let us approach this shift with vigilance and openness, recognizing its inevitability and potential for progress.

“Expanding our operations into the Middle East and the US is a key focus for us currently. A critical aspect of this expansion strategy is streamlining customs procedures.”