Aramex: Courier communications 3x more productive

Bird

15 Apr 2021

Customer Story

1 min read

Aramex: Courier communications 3x more productive

Key Takeaways

    • Aramex ANZ increased courier communication productivity by nearly 3x using Bird’s omnichannel Inbox and automation tools.

    • By switching from manual calls and emails to WhatsApp, Messenger, SMS, and Google Business Messages, Aramex met customers where they were most active.

    • Automated Flows allowed customers to track, reschedule, or locate deliveries without waiting for human support.

    • Bird’s platform helped Aramex deflect high-volume support tickets, freeing agents to focus on complex inquiries.

    • The transition improved both speed and customer satisfaction, reinforcing Aramex’s position as a tech-forward logistics leader in Australia and New Zealand.

Q&A Highlights

  • What challenge was Aramex facing?

    During the pandemic, Aramex’s support volume surged as customers wanted updates, tracking info, and delivery changes—overwhelming their team.

  • How did Bird help Aramex overcome it?

    Bird’s Inbox enabled Aramex to manage conversations across multiple channels from one place, while Flows automation handled repetitive inquiries.

  • What results did they achieve?

    Productivity increased almost threefold, with 2.7 chats handled for every call, reducing workload while improving responsiveness.

  • Which customer interactions were automated?

    Customers could easily track and reschedule packages, find branch locations, and resolve common issues without waiting for an agent.

  • Why did Aramex choose Bird?

    Because Bird provided a single, omnichannel solution that integrated automation, scalability, and ease of use—improving both operations and customer experience.

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.”

Logistics backed by enhanced communications

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.” As part of that commitment to using the latest technology, Aramex was in search for a communication partner to enhance their customer communications.

Similar communication transformations are happening across industries, from logistics to healthcare, where UK startup DrDoctor revolutionized NHS patient experience by streamlining appointment scheduling and reducing no-shows.

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.” As part of that commitment to using the latest technology, Aramex was in search for a communication partner to enhance their customer communications.

Similar communication transformations are happening across industries, from logistics to healthcare, where UK startup DrDoctor revolutionized NHS patient experience by streamlining appointment scheduling and reducing no-shows.

Aramex ANZ is a leading logistics provider serving the Australia and New Zealand regions. “We offer a cost-effective, reliable, timetabled courier service,” said Ruby Wolff, COO of Aramex ANZ. “Backed up by the latest innovative technology and real-time track and trace facilities, Aramex Australia & New Zealand is the ideal choice for businesses of all sizes, domestic and international.” As part of that commitment to using the latest technology, Aramex was in search for a communication partner to enhance their customer communications.

Similar communication transformations are happening across industries, from logistics to healthcare, where UK startup DrDoctor revolutionized NHS patient experience by streamlining appointment scheduling and reducing no-shows.

Coordinating logistics during a pandemic

With a sudden, global rise in shipping and forced remote work due to COVID-19, Aramex’s support team was quickly inundated with a sustained higher volume of support tickets. Most of these tickets are for customers who want to track, schedule, or reschedule their deliveries. While this is relatively easy for an agent to help with, it often involves several back and forth communications, which take up agent time. 

With the rise in ticket volume, Aramex needed to help their team  be more efficient to best serve their customer. That meant finding a partner that could help make customer communication more automated and more effective.

"Both our customers and our team love it because it's faster and easier to respond to WhatsApp messages than it is to take calls or write email responses."
ANZ COO, Ruby Wolff

With a sudden, global rise in shipping and forced remote work due to COVID-19, Aramex’s support team was quickly inundated with a sustained higher volume of support tickets. Most of these tickets are for customers who want to track, schedule, or reschedule their deliveries. While this is relatively easy for an agent to help with, it often involves several back and forth communications, which take up agent time. 

With the rise in ticket volume, Aramex needed to help their team  be more efficient to best serve their customer. That meant finding a partner that could help make customer communication more automated and more effective.

"Both our customers and our team love it because it's faster and easier to respond to WhatsApp messages than it is to take calls or write email responses."
ANZ COO, Ruby Wolff

With a sudden, global rise in shipping and forced remote work due to COVID-19, Aramex’s support team was quickly inundated with a sustained higher volume of support tickets. Most of these tickets are for customers who want to track, schedule, or reschedule their deliveries. While this is relatively easy for an agent to help with, it often involves several back and forth communications, which take up agent time. 

With the rise in ticket volume, Aramex needed to help their team  be more efficient to best serve their customer. That meant finding a partner that could help make customer communication more automated and more effective.

"Both our customers and our team love it because it's faster and easier to respond to WhatsApp messages than it is to take calls or write email responses."
ANZ COO, Ruby Wolff

Completely customer-centric communications

Aramex chose Bird’s omnichannel Inbox because it enabled them to communicate with customers on their preferred channels, while also coming with automation tooling they needed to build effective deflection for their support team. Quickly, Aramex deployed Inbox and implemented automated communication flows using Flows. 

Aramex chose Bird’s omnichannel Inbox because it enabled them to communicate with customers on their preferred channels, while also coming with automation tooling they needed to build effective deflection for their support team. Quickly, Aramex deployed Inbox and implemented automated communication flows using Flows. 

Aramex chose Bird’s omnichannel Inbox because it enabled them to communicate with customers on their preferred channels, while also coming with automation tooling they needed to build effective deflection for their support team. Quickly, Aramex deployed Inbox and implemented automated communication flows using Flows. 

An increase in productivity during a time of increased communications

Now, Aramex customers can reach Aramex on their preferred channels (WhatsApp, WeChat, Messenger, SMS and Google Business Messages), and they can track and reschedule packages, find branch locations, and more all through automated flows. Together, this allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. 

Plus, by deflecting the most common support inquiries with omnichannel chatbots and custom flows, Aramex agents are able to more effectively support more customers without the burden of manually solving routine tickets.

"Adding in the automation component, customers are provided with a seamless support flow, finding answers to their questions more quickly and efficiently than ever before."
ANZ COO, Ruby Wolff

Now, Aramex customers can reach Aramex on their preferred channels (WhatsApp, WeChat, Messenger, SMS and Google Business Messages), and they can track and reschedule packages, find branch locations, and more all through automated flows. Together, this allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. 

Plus, by deflecting the most common support inquiries with omnichannel chatbots and custom flows, Aramex agents are able to more effectively support more customers without the burden of manually solving routine tickets.

"Adding in the automation component, customers are provided with a seamless support flow, finding answers to their questions more quickly and efficiently than ever before."
ANZ COO, Ruby Wolff

Now, Aramex customers can reach Aramex on their preferred channels (WhatsApp, WeChat, Messenger, SMS and Google Business Messages), and they can track and reschedule packages, find branch locations, and more all through automated flows. Together, this allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. 

Plus, by deflecting the most common support inquiries with omnichannel chatbots and custom flows, Aramex agents are able to more effectively support more customers without the burden of manually solving routine tickets.

"Adding in the automation component, customers are provided with a seamless support flow, finding answers to their questions more quickly and efficiently than ever before."
ANZ COO, Ruby Wolff

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The complete AI-native platform that scales with your business.

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The complete AI-native platform that scales with your business.

Contact sales

Start for free

© 2025 Bird

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