Aramex has deepened its collaboration with Sprinklr, a leading Unified Customer Experience Management (Unified-CXM) platform, to enhance its digital customer service strategy across more than 65 countries.
This strategic alliance is a major milestone in Aramex’s digital transformation journey, aimed at providing intelligent, real-time, and scalable customer support through advanced AI technologies. With the integration of Sprinklr Voice, Case Management, and Conversational AI, Aramex is redefining how it connects with its customers worldwide.
Since the inception of this partnership in 2022, Aramex has modernized its service operations using Sprinklr Service, incorporating AI automation and WhatsApp-based communication to streamline last-mile delivery and offer 24/7 customer engagement. The results have been transformative — the company has successfully automated 99% of customer service cases, saving over one million agent hours annually. This has led to faster response times, improved customer satisfaction, and reduced operational expenses.
Francoise Russo, Chief Digital and Technology Officer at Aramex, emphasized the company’s focus on innovation:
“We are committed to staying ahead of evolving customer expectations in a digital-first world. With innovations like smart lockers, AI-driven sorting systems, autonomous robots, and electric delivery vehicles, we are creating an ecosystem that prioritizes speed, personalization, and sustainability. Sprinklr plays a crucial role in helping us scale our digital interactions efficiently and intelligently.”
Echoing this sentiment, Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, stated:
“Aramex is at the forefront of digital CX innovation. Our continued partnership reflects a shared vision of transforming how companies interact with customers through modern digital platforms. We are proud to support Aramex in its mission to deliver seamless, intelligent experiences globally.”
By embracing Sprinklr’s AI-powered Contact Center as a Service (CCaaS), Aramex is not only accelerating its customer support processes but also setting new standards for global logistics companies aiming to scale customer-centricity in the digital age.
