Australia Post has announced a new multi-year deal with Salesforce, harnessing Salesforce’s Data and AI capabilities supporting Australia Post’s Customer Experience Transformation, helping to redesign and deliver enhanced customer experiences.
With the Salesforce platform at the core of its experience layer, Australia Post says it can now enable every customer-facing team member to support its merchant and consumer customers – from sales onboarding, through to servicing and support via contact centres, post offices, to Posties – and provide every customer with a consistent and personalised experience.
“Establishing our key strategic technology platforms is a crucial first step for the transformation of our digital customer experience,” says Michael McNamara, Executive General Manager, Enterprise Services at Australia Post.
“Investment in cutting-edge technology is crucial in ensuring we set the business up for success as we continue to simplify and modernise our operations. Salesforce has the right platform for us to revolutionise how we connect with customers by harnessing the transformative potential of AI and data-driven insights.”
New capabilities to drive stronger customer and community engagement include:
- Self-service, agent assistance, automation, and GenAI will provide a consistent level of support via the Salesforce Service Cloud, regardless of channel and language.
- Salesforce Data Cloud will connect millions of operational data points on parcels in the postal network, allowing greater insight into the activities of each customer, enabling Australia Post to better anticipate customer needs.
- Salesforce Marketing Cloud will enable Australia Post to orchestrate and execute personalised customer engagement and experience at scale across digital customer touchpoints and channels. Advanced marketing performance and analytics capabilities will identify the best-performing and highest Return on Investment (ROI) programs.
- Tableau will assist with a complete 360 view and provide secure, self-service analytics and reporting with Australia Post merchants, partners, and staff; this includes CRM data from Salesforce, along with a wide range of enterprise data such as financial, retail, parcel, and operational data.
- Mulesoft will accelerate the integration of Salesforce to relevant data sets across other strategic technology vendors, increasing operational efficiencies and delivering a single view of customers.
- Slack will continue to be leveraged for software engineering practices, helping Australia Post
team members collaborate, ideate, and deliver incredible experiences for its customers.
Leveraging AI to drive efficiency and productivity.
For more information on Australia Post, click here.
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