Mulesoft Case Studies NZ Post's Digital Transformation: Diversifying Services with APIs

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	NZ Post's Digital Transformation: Diversifying Services with APIs Mulesoft

NZ Post's Digital Transformation: Diversifying Services with APIs

Mulesoft

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries	Marine & Shipping Transportation
Applicable Functions	Logistics & Transportation Sales & Marketing
Use Cases	Last Mile Delivery Transportation Simulation
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	NZ Post, a government-owned enterprise providing postal services across New Zealand for over 180 years, was facing a decline in mail services. To adapt to the changing needs of consumers and retailer customers, NZ Post aimed to transform from a traditional mail company into a reliable courier and online digital services organization. The company's goal was to expand its digital solutions and ecommerce logistics services worldwide and offer personalized customer experiences. However, IT complexities and data silos posed significant challenges. The company needed to access and gather data from disparate systems, such as parcel tracking data, contact center data, and financial data, to gain necessary insights for creating personalized customer experiences, launching innovative solutions, and expanding its ecosystem. Read More
About Customer	NZ Post is a government-owned enterprise that has been providing postal services across New Zealand for over 180 years. In recent years, the company has been transforming itself from a traditional mail company into a reliable courier and online digital services organization. The company aims to grow its digital solutions and ecommerce logistics services worldwide and offer personalized customer experiences. NZ Post serves both consumers and retailer customers, and it is continuously striving to meet their changing needs by redefining its mail delivery service. Read More
Solution	To overcome these challenges, NZ Post's Customer Solutions team launched a customer contact center on Salesforce™ Customer 360 for government to provide a connected customer experience. They replaced their legacy integration solution with MuleSoft® Anypoint Platform™ to connect key components of the customer contact center, standardizing their integration strategy, simplifying the IT environment, and reducing potential downtime. This enabled them to connect various Salesforce clouds with ease and without any downtime. They surfaced customer data from the community portal, service center, and the backend on-premises and legacy systems to gather the data in Sales Cloud to create a single source of truth for customer information. NZ Post also used Anypoint Exchange to offer APIs to retailer customers, enabling them to integrate their ecommerce platforms with NZ Post’s shipping systems and create seamless experiences for their businesses and customers. Furthermore, NZ Post extended its shipping and delivery network through partnerships with postal and commercial logistics partners worldwide using Anypoint Platform. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Marine & Shipping

Transportation

Applicable Functions

Logistics & Transportation

Sales & Marketing

Use Cases

Last Mile Delivery

Transportation Simulation

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

NZ Post, a government-owned enterprise providing postal services across New Zealand for over 180 years, was facing a decline in mail services. To adapt to the changing needs of consumers and retailer customers, NZ Post aimed to transform from a traditional mail company into a reliable courier and online digital services organization. The company's goal was to expand its digital solutions and ecommerce logistics services worldwide and offer personalized customer experiences. However, IT complexities and data silos posed significant challenges. The company needed to access and gather data from disparate systems, such as parcel tracking data, contact center data, and financial data, to gain necessary insights for creating personalized customer experiences, launching innovative solutions, and expanding its ecosystem.

About Customer

NZ Post is a government-owned enterprise that has been providing postal services across New Zealand for over 180 years. In recent years, the company has been transforming itself from a traditional mail company into a reliable courier and online digital services organization. The company aims to grow its digital solutions and ecommerce logistics services worldwide and offer personalized customer experiences. NZ Post serves both consumers and retailer customers, and it is continuously striving to meet their changing needs by redefining its mail delivery service.

Solution

To overcome these challenges, NZ Post's Customer Solutions team launched a customer contact center on Salesforce™ Customer 360 for government to provide a connected customer experience. They replaced their legacy integration solution with MuleSoft® Anypoint Platform™ to connect key components of the customer contact center, standardizing their integration strategy, simplifying the IT environment, and reducing potential downtime. This enabled them to connect various Salesforce clouds with ease and without any downtime. They surfaced customer data from the community portal, service center, and the backend on-premises and legacy systems to gather the data in Sales Cloud to create a single source of truth for customer information. NZ Post also used Anypoint Exchange to offer APIs to retailer customers, enabling them to integrate their ecommerce platforms with NZ Post’s shipping systems and create seamless experiences for their businesses and customers. Furthermore, NZ Post extended its shipping and delivery network through partnerships with postal and commercial logistics partners worldwide using Anypoint Platform.

Impact #1	With Salesforce Customer 360 and MuleSoft® Anypoint Platform™, NZ Post was able to gain the necessary insights to create personalized customer experiences, launch innovative solutions, and expand its ecosystem. The company standardized its integration strategy to quickly spin up innovative services for its customers. The Customer Solutions team was able to bring new offerings to market three times faster than before by replacing legacy systems and reusing 30% of its 208 APIs. The team integrated dozens of systems, connecting previously siloed data to gain a 360-degree profile of its customers and adopt new technology across its on-premises and cloud-based systems. This transformation freed up more time and energy for developers to focus on high-value, strategic projects, enabling the company to do more without incurring additional costs.

Impact #1

With Salesforce Customer 360 and MuleSoft® Anypoint Platform™, NZ Post was able to gain the necessary insights to create personalized customer experiences, launch innovative solutions, and expand its ecosystem. The company standardized its integration strategy to quickly spin up innovative services for its customers. The Customer Solutions team was able to bring new offerings to market three times faster than before by replacing legacy systems and reusing 30% of its 208 APIs. The team integrated dozens of systems, connecting previously siloed data to gain a 360-degree profile of its customers and adopt new technology across its on-premises and cloud-based systems. This transformation freed up more time and energy for developers to focus on high-value, strategic projects, enabling the company to do more without incurring additional costs.

Benefit #1	30% API reuse, leading to increased efficiency and reduced development time
Benefit #2	3X faster time to market for new offerings
Benefit #3	20% estimated cost savings

Benefit #1

30% API reuse, leading to increased efficiency and reduced development time

Benefit #2

3X faster time to market for new offerings

Benefit #3

20% estimated cost savings

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Overview

NZ Post's Digital Transformation: Diversifying Services with APIs

Operational Impact

Quantitative Benefit