MPH bookstores turn online for better customer’s experience

by NUR HAZIQAH A MALEK/ pic by MUHD AMIN NAHARUL

MPH Group (M) Sdn Bhd has transformed its brick-and-mortar business model into an e-commerce cum digitalised eco-system that has been accelerated by the Movement Control Order (MCO), as it saw a significant increase in sales in its e-commerce division.

MPH Group CEO Donald Kee said the company wants to be able to connect with its customers through multiple touch points, be it online or offline by adopting an omni-channel approach.

“The upgrading of our online store MPHONLINE.COM which is currently underway and expected to be relaunched in the fourth quarter of 2020, will have all these omni-channel features in place to enable customers to have a seamless shopping experience.

“In addition to our physical stores, plans are also in the pipeline to deploy hi-tech vending machines in strategic locations like light rapid transit or mass rapid transit stations, universities and hospitals so that we can reach out to customers beyond our physical stores, as well as offer instant gratification to those who can’t wait for their books to be delivered to their homes or offices,” he said in a statement yesterday.

He said customers can place an order online and choose whether to pick it up from one of its physical stores or from the vending machine while being on-the-go.

“This is what we aspire to offer to our customers as the company switches to a more e-commerce cum digitalised ecosystem,” he said.

The company’s digital transformation plan had already begun last year by a new senior management team, as it was tasked to move the business into the digital sphere by embracing the latest technological advancement under the Industry Revolution 4.0 era.

Part of the new approach was to consolidate retail outlets to channel more of its resources to scale up its e-commerce and digital business division for better efficiency.

In addition, the company plans to launch its first social interactive e-learning solutions from video-on-demand to e-books content in the early second half of the year for the South-East Asia region.

This move is to cater to the increased popularity of virtual learning, and the application will also feature a social interactive platform to serve and connect education with learning in a safe environment.