Aramex: Courier communications 3x more productive
Bird
15 Apr 2021
Customer Story
1 min read
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.
Coordinating logistics during a pandemic
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.
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
