Aramex, a leading brand in the logistics and transportation sector, has expanded its partnership with Sprinklr, a unified customer experience management (Unified-CXM) platform for modern enterprises, to revolutionise digital customer experience for Aramex customers across more than 65 countries.
This collaboration aims to further enhance Aramex’s commitment to delivering AI-driven customer interactions at scale by leveraging Sprinklr Case Management, Sprinklr Voice and Sprinklr Conversational AI.
Since 2022, Aramex has been modernising its customer experience with Sprinklr Service by leveraging AI-driven automation and a WhatsApp integration to enhance efficiency, improve last-mile delivery and provide always-on customer support at scale.
Francoise Russo, Chief Digital and Technology Officer, Aramex, said, “Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles.”
Russo added, “As e-commerce reshapes customer expectations, the need for instant, personalised service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency.
Since launching the partnership, Aramex has automated 99 per cent of cases and saved over a million agent hours annually, the brand confirmed in a statement.
This transformation reduces case resolution delays, boosts customer satisfaction and optimises operational costs, helping to ensure a more efficient and seamless customer support experience.
Amjad Al Sabbah, Group Vice President for the Middle East and Africa, Sprinklr, said, “Sprinklr is revolutionising how companies across the world connect with, support, and understand their customers through digital channels, and Aramex is one of the customers leading the way.”
Al Sabbah added, “We are excited to be part of Aramex’s transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we’ve gained in the region and the world.”
