Vonage Case Studies Logistics Giant Aramex Innovates Their Last Mile Delivery with Vonage APIs

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	Logistics Giant Aramex Innovates Their Last Mile Delivery with Vonage APIs Vonage

Logistics Giant Aramex Innovates Their Last Mile Delivery with Vonage APIs

Vonage

Technology Category	Functional Applications - Transportation Management Systems (TMS) Networks & Connectivity - 5G
Applicable Industries	E-Commerce Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Last Mile Delivery Transportation Simulation
Services	System Integration
Challenge	Aramex, a Dubai-based logistics company, was facing challenges in enhancing the effectiveness of its delivery process and improving the customer experience. The company was seeking a solution that could be implemented quickly to meet the growing demands of e-commerce and the increasing need for a seamless last mile experience. The company was also looking to digitize and streamline its processes to minimize the number of delivery attempts and improve navigation through various regions and major markets. The challenge was to find a technology platform that could support their digital transition and enable the highest level of efficiency. Read More
About Customer	Aramex is a logistics and transportation solutions leader and innovator that has been in operation for over 35 years. Based in Dubai, Aramex operates in over 65 countries with more than 16,500 employees. The company offers a wide range of services, including International and Domestic Express Delivery, Freight-forwarding, Logistics and Supply Chain Management, Ecommerce, and Record Management. Aramex has been focusing on digitizing and streamlining its processes to improve efficiency and customer experience. The company is also innovating the way they navigate through various regions and major markets where they deliver shipments. Read More
Solution	Aramex chose the Vonage SMS API for its two-factor authentication capabilities and its fundamental communication tools for Last Mile delivery. This laid the foundation for a strong technology and business relationship between Aramex and Vonage. The next major milestone was the integration of the WhatsApp Business solution enabled by the Vonage Messages API. This allowed Aramex to offer customers a variety of communication channels, including SMS, MMS, WhatsApp Business, Facebook Messenger, and Viber. The Aramex-WhatsApp Business solution service, supported by Vonage, provided customers with a highly integrated communication and messaging channel. The features Aramex currently offers are 'find the nearest Aramex location' and a 'track and trace' functionality. Future digital enhancements will include 'on-demand and customized customer interaction for shipment notifications'. Read More Log in to view content
Contents

Technology Category

Functional Applications - Transportation Management Systems (TMS)

Networks & Connectivity - 5G

Applicable Industries

E-Commerce

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Last Mile Delivery

Transportation Simulation

Services

System Integration

Challenge

Aramex, a Dubai-based logistics company, was facing challenges in enhancing the effectiveness of its delivery process and improving the customer experience. The company was seeking a solution that could be implemented quickly to meet the growing demands of e-commerce and the increasing need for a seamless last mile experience. The company was also looking to digitize and streamline its processes to minimize the number of delivery attempts and improve navigation through various regions and major markets. The challenge was to find a technology platform that could support their digital transition and enable the highest level of efficiency.

About Customer

Aramex is a logistics and transportation solutions leader and innovator that has been in operation for over 35 years. Based in Dubai, Aramex operates in over 65 countries with more than 16,500 employees. The company offers a wide range of services, including International and Domestic Express Delivery, Freight-forwarding, Logistics and Supply Chain Management, Ecommerce, and Record Management. Aramex has been focusing on digitizing and streamlining its processes to improve efficiency and customer experience. The company is also innovating the way they navigate through various regions and major markets where they deliver shipments.

Solution

Aramex chose the Vonage SMS API for its two-factor authentication capabilities and its fundamental communication tools for Last Mile delivery. This laid the foundation for a strong technology and business relationship between Aramex and Vonage. The next major milestone was the integration of the WhatsApp Business solution enabled by the Vonage Messages API. This allowed Aramex to offer customers a variety of communication channels, including SMS, MMS, WhatsApp Business, Facebook Messenger, and Viber. The Aramex-WhatsApp Business solution service, supported by Vonage, provided customers with a highly integrated communication and messaging channel. The features Aramex currently offers are 'find the nearest Aramex location' and a 'track and trace' functionality. Future digital enhancements will include 'on-demand and customized customer interaction for shipment notifications'.

Impact #1	The integration of the Vonage Messages API and the WhatsApp Business solution has significantly improved Aramex's customer service. The company has been able to enhance its delivery process by increasing the speed, accuracy, and efficiency of deliveries. The solution has also allowed Aramex to offer customers a variety of communication channels, thereby improving the customer experience. The 'find the nearest Aramex location' and 'track and trace' functionalities have provided customers with a highly integrated communication and messaging channel. The company is also planning future digital enhancements, including 'on-demand and customized customer interaction for shipment notifications', to further improve the customer experience.

Impact #1

The integration of the Vonage Messages API and the WhatsApp Business solution has significantly improved Aramex's customer service. The company has been able to enhance its delivery process by increasing the speed, accuracy, and efficiency of deliveries. The solution has also allowed Aramex to offer customers a variety of communication channels, thereby improving the customer experience. The 'find the nearest Aramex location' and 'track and trace' functionalities have provided customers with a highly integrated communication and messaging channel. The company is also planning future digital enhancements, including 'on-demand and customized customer interaction for shipment notifications', to further improve the customer experience.

Benefit #1	In the first six months of integrating WhatsApp, over 1 million customers were served through WhatsApp.
Benefit #2	There was a 19% decrease in inbound calls after transitioning inquiries to WhatsApp.
Benefit #3	41% of shipment inquiries were processed by WhatsApp.

Benefit #1

In the first six months of integrating WhatsApp, over 1 million customers were served through WhatsApp.

Benefit #2

There was a 19% decrease in inbound calls after transitioning inquiries to WhatsApp.

Benefit #3

41% of shipment inquiries were processed by WhatsApp.

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Overview

Logistics Giant Aramex Innovates Their Last Mile Delivery with Vonage APIs

Operational Impact

Quantitative Benefit