Aramex to digitalize its customer experiences with Salesforce

Salesforce CRM, a bespoke digital solution from Salesforce, will be implemented by Aramex. The most recent digital update, Aramex’s largest in 2021, is expected to completely change and improve customer service standards by enhancing customer experiences.

During the pandemic, innovative logistics and transportation solutions have become increasingly important, as the global population, which includes youthful, digitally-savvy Millennial and Generation Z buyers, has become more comfortable with e-commerce platforms. According to a recent research by AT Kearney, the e-commerce industry in the GCC is anticipated to more than double from USD 24 billion in 2020 to USD 50 billion by 2025.

Aramex is digitally transforming using Salesforce’s Customer 360 platform to combine marketing, sales, and customer service to support innovation in logistics and transportation and enhance customer service standards. Aramex will obtain a holistic picture of consumers across its websites, applications, and social media to deliver optimal solutions as it strives to satisfy the shifting demands of the increasing e-commerce industry.

“To address the evolving needs of our customers and gain further market share in the growing e-commerce market, we needed to transform our traditional supply chain process,” said Mohammed Sleeq, Chief Digital Officer of Aramex. “With the launch of Salesforce CRM, Aramex can create seamless and customizable solutions to optimize our customer journey and enhance the effectiveness of our end to end sales cycle. We also anticipate that it will increase our customer acquisition and demand generation capabilities.”

As a key enabler for offering customer-centric solutions, Aramex has created and is implementing a digital transformation roadmap.

Aramex will utilize Tableau software to integrate customer data from various channels, visualize the data, and improve customer interaction as part of its digital transformation strategy. Aramex has also developed a machine learning approach to incorporate data-driven customer insights into its everyday operational capabilities and procedures.

“Aramex is a data-driven organization. We use data to improve customer experiences and customer engagements,” added Mohammed Sleeq. “Aramex not only moves packages across continents and countries, we move consumer buyer trends and last mile preferences, and we need to dive deeply to understand those behaviors and work backwards in order to continually enhance our services and boost operational efficiencies.”

“Despite the challenges of the pandemic, Aramex shows how logistics and transportation firms can digitally transform and unleash their data to optimize customer experiences, operations, and business competitiveness,” said Thierry Nicault, Area Vice President – Middle East and North Africa, Salesforce. “Data is the starting point of any customer engagement, and data will power Aramex’s innovations in customer experiences during the pandemic and beyond.”