The logistics and transportation solutions provider Aramex announced in early August that it will partner with customer relationship management company Salesforce to digitize its customer services.
The global demand for innovative logistics and transportation solutions has increased due to the pandemic and the digitally-savvy Millennial and Gen Z customers’ needs for shopping online. According to a report published by AT Kearney, the e-commerce market in the Gulf Cooperation Council (GCC) is expected to double from $24 billion in 2020 to $50 billion by 2050.
Seeing the necessity for digitalization, Aramex has made a digital transformation roadmap. The partnership with Salesforce’s Customer 360 platform is one of them. The platform will assist Aramex to get a comprehensive view of its customers on all of its portals, apps and social media. With the information, then, Aramex can offer customers 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, in a press release. “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.”
In its digital transformation plan, Aramex has already set up a machine learning mechanism to insert data-driven customer insights into its daily operation. Further, the company will use Tableau’s data visualization software to gather and visualize data to facilitate customer engagement.