Aramex enhances customer service levels with Salesforce
Mita Srinivasan
10X Technology

Aramex enhances customer service levels with Salesforce

The collaboration with Salesforce is in line with Aramex’s strategy to enhance customer service by investing in digital solutions and its largest investment in a digital platform in 2021

Aramex, a logistics and transportation solutions provider, has selected Salesforce CRM to transform and further enhance its customer service levels. The digital transformation is in line with the demands of a global population including young, digitally-savvy millennial and generation Z shoppers increasingly comfortable with e-commerce platforms. According to a recent report by AT Kearney, in the GCC alone, the e-commerce market is expected to more than double from USD 24 billion in 2020 to USD 50 billion by 2025.

Supporting innovation in logistics and transportation to further improve its customer service levels, Aramex is digitally transforming with Salesforce’s Customer 360 platform to integrate marketing, sales, and customer service. As it seeks to address the evolving needs of the growing e-commerce market, this digital upgrade will give Aramex a holistic view of customers across its portals, apps, and social media to offer optimized solutions.

“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 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.”

Aramex has designed and is executing on a digital transformation roadmap as a key enabler for providing customer-centric solutions. The investment in technology will also support the company’s ambitions of consolidating its leadership position in core markets including the GCC and gaining further market share across its other geographies.

In its digital transformation roadmap, Aramex will use Tableau software to unify customer data from different channels, visualize the data, and enhance customer engagement. Aramex has also established a machine learning practice to embed data-driven customer insights within its daily operational capacities and processes.