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NZ Post's Digital Transformation: Diversifying Services with APIs
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
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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