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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

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
The 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 The 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.
The 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'.
Operational Impact
  • 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.
Quantitative Benefit
  • In the first six months of integrating WhatsApp, over 1 million customers were served through WhatsApp.
  • There was a 19% decrease in inbound calls after transitioning inquiries to WhatsApp.
  • 41% of shipment inquiries were processed by WhatsApp.

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