Aramex & Sprinklr Team Up to Enhance Global Customer Experience

Sprinklr, a leading platform for unified customer experience management (Unified-CXM), has announced a deeper collaboration with Aramex, a global logistics and transportation powerhouse. Together, the two companies aim to transform digital customer service across Aramex's operations in over 65 countries. This expanded partnership highlights Aramex’s focus on adopting advanced AI tools to deliver consistent, intelligent, and scalable customer engagement, supported by Sprinklr’s Case Management, Voice, and Conversational AI solutions.

Embracing AI to Modernize Service Delivery

Aramex began working with Sprinklr in 2022, using the Sprinklr Service suite to enhance its customer service operations. By incorporating AI-based automation and integrating WhatsApp for communication, Aramex streamlined its processes to improve last-mile delivery and provide reliable, round-the-clock support. The company is now equipped with an AI-powered contact centre-as-a-service (CCaaS), ensuring a higher standard of customer care 24/7.

Francoise Russo, Chief Digital and Technology Officer at Aramex, said: “Aramex is deeply committed to customer-centric innovation, as seen with our smart lockers, automated AI-powered robotic sorting system, autonomous delivery robots, and electric vehicles. As e-commerce reshapes customer expectations, the need for instant, personalized service across digital channels has never been greater. We are evolving beyond legacy systems to embrace AI-driven customer engagement. As a key partner in this transformation, Sprinklr is helping us scale seamless, real-time interactions while boosting operational efficiency.

Amjad Al Sabbah, Group Vice President for the Middle East and Africa at Sprinklr, said: "Sprinklr is revolutionizing how companies across the world connect with, support, and understand their customers through digital channels, and Aramax is one of the customers leading the way. We are excited to be part of Aramex’s transformative journey and look forward to continuing our success with our outstanding teams and building on the momentum we’ve gained in the region and the world.”

Transformative Results Through Automation

The partnership has already delivered impressive results. Aramex has successfully automated 99% of its customer service cases, resulting in more than a million agent hours saved each year. This dramatic shift has minimized delays in resolving customer issues, increased overall satisfaction, and significantly reduced operational costs. The collaboration continues to play a critical role in creating a faster, smarter, and more seamless support experience for Aramex customers worldwide.