JNE Improves Proof of Delivery Quality with Image Recognition

• MileApp is JNE’s courier management app provider
• JNE uses the MileApp app for 24,000 pickup and delivery couriers
• JNE faced a field challenge with invalid proof of delivery
• MileApp uses image recognition to raise the photo validation success rate to ~83%

JNE, Indonesia’s largest last-mile delivery company, runs delivery operations across the archipelago, from Sabang to Merauke. With millions of daily transactions and tens of thousands of couriers, it needs robust digital infrastructure to keep proof of delivery and every other process running smoothly and efficiently.

Since 2018, JNE has relied on MileApp as the logistics management app provider supporting its business operations across Indonesia. The partnership began in 2017, when MileApp and JNE collaborated on deliveries in 3 cities. It then grew into a courier delivery app with e-POD, real-time tracking, and a live dashboard.

In 2018, MileApp and JNE rolled out the app nationwide for delivery, followed by a nationwide pickup rollout in 2019 and courier incentives in 2020.

Today, MileApp also helps JNE reduce invalid proof of delivery (POD) with AI image recognition.

Challenges

In the field, JNE struggled to capture good-quality e-POD photos. Couriers often took photos that were irrelevant as proof of delivery, or the photos were poor quality, such as blurry or too dark.

E-POD is an essential part of delivery: it improves transparency and serves as evidence that JNE has handled a parcel properly.

Poor e-POD quality can hurt JNE when complaints arise, reduce transparency, and lower customer satisfaction.

Solution: Image Recognition for Proof of Delivery

Working with MileApp, JNE couriers now operate with a mobile field app enhanced with image recognition. The feature screens each incoming photo and rejects it if it shows no house or recipient at all, or if its quality is poor.

By filtering e-POD quality at the point of capture, the downstream process runs smoothly and the admin team no longer has to sort through POD photos manually.

Results

Since implementing image recognition, JNE has seen a significant improvement in e-POD success. The MileApp app helps JNE consistently capture good-quality e-POD photos and reduces customer complaints.

JNE recorded an e-POD photo success rate of ~83%, up from below ~20% previously.

Before using MileApp image recognition

Many e-POD photos were dark, blurry, or tilted

After using MileApp image recognition

MileApp only accepts photos that show people or buildings and are not blurry or tilted

Conclusion

By choosing MileApp as its logistics management app provider, JNE has improved the efficiency and effectiveness of its proof of delivery process.

With better digital infrastructure, JNE can speed up last-mile delivery, reduce issues in the field, and improve service quality.

“JNE entrusts its operational infrastructure to MileApp to ensure the accuracy and security of the millions of parcels it ships every day.” – Ridhatulah Hambalillah, Strategic Management Division Head, JNE.

Want to raise the quality of your own proof of delivery? Book a free demo with the MileApp team.