How to Handle Storage Inquiry: A Guide for Warehouse in Southeast Asia

Warehouse businesses frequently receive calls when a storage inquiry request. This scenario requires staff to provide information about warehouse storage services, which is essential for maintaining customer satisfaction and operational efficiency. In Southeast Asian markets, these calls often occur across multiple languages and may involve mobile-first communication channels like WhatsApp Business.

This SOP addresses a common scenario for Warehouse businesses operating in Malaysia, Singapore, Thailand, and Brunei. According to Erzy Inc.'s analysis of SEA SMEs, this type of call occurs regularly throughout the day and requires excellent communication skills and product knowledge to handle effectively.

Malaysia's warehousing sector, valued at approximately USD 29 billion in 2025 with a 5.2% compound annual growth rate, demonstrates strong demand for outsourced contact center services, while Thailand's warehouse market grows at 8.7% annually, creating corresponding pressure on customer service operations. Singapore and Brunei, as more developed logistics hubs, exhibit higher expectations for rapid response times and multilingual support capabilities.

Responsible Role: Sales Representative

This call type is typically handled by Sales Representative who must have access to dispatch system, tracking database, driver management platform and knowledge of Transportation & Logistics industry standards, customer service protocols, delivery routes, traffic conditions.

When the call is received, the Sales Representative should:

1. Answer promptly with a professional greeting
2. Identify the caller's need by listening actively
3. Verify any required information (customer ID, order number, etc.)
4. Access relevant systems (CRM, inventory, booking system)

Localization Notes: Use appropriate greeting based on time of day and customer preference. In Malaysia/Singapore: Mix of Bahasa Malaysia, English, Mandarin, or Tamil. In Thailand: Thai primary, English secondary. Reference local services when relevant (Grab, Foodpanda, DuitNow, WhatsApp).

After resolving the call:

1. Log the interaction in CRM or call tracking system
2. Document any commitments made to the customer
3. Set follow-up reminders if needed
4. Update relevant systems (inventory, booking calendar, etc.)
5. Escalate if required to manager or specialist

Key Documentation Fields: Caller name and contact information, Nature of inquiry/request, Resolution provided, Follow-up actions required, Date and time of call

This specific workflow has a Medium automation potential (65% automatable). The primary manual bottleneck in this SOP is manually provide information about warehouse storage services. This typically requires 8 minutes of staff time per call and can create delays during peak hours.

Erzy's trucktalk.io platform can automatically handle a storage inquiry request calls. The AI voice system can verify delivery details, check shipment status, and coordinate with drivers in real-time. For logistics businesses in Malaysia and Singapore, this eliminates the need for manual dispatcher intervention for routine inquiries.

Within Transportation & Logistics: International Shipping Inquiry - Customer needs to ship internationally | Shipment Booking - Customer needs to ship parcel

Back to Pillar Page: Ultimate Guide to Transportation & Logistics Phone Operations - View all 30 SOPs for Transportation & Logistics