Australia Post has signed a multi-year deal with Salesforce that will harness its data and AI capabilities to support Australia Post’s customer experience transformation, helping to redesign and deliver an enhanced customer experience across sales, service and marketing.
The Salesforce platform will enable all Australia Post customer-facing team members to support their merchant and consumer customers – from sales onboarding through to servicing and support via contact centers, post offices, to posties – and provide every customer with a personalized experience.
Using Einstein1 AI customer relationship management (CRM) technology, Australia Post will be able to leverage AI-created content across its sales, service and marketing interactions, at hyperscale, helping to identify the right products and services for the right customers.
Michael McNamara, executive general manager, enterprise services at Australia Post, said, “Establishing our key strategic technology platforms is a crucial first step for the transformation of our digital customer experience. Investment in cutting-edge technology is crucial in ensuring we set the business up for success as we continue to simplify and modernize our operations. Salesforce has the right platform for us to revolutionize how we connect with customers by harnessing the transformative potential of AI and data-driven insights.”
Barry Dietrich, senior vice president public sector Salesforce Asia-Pacific, added, “We are proud to partner with Australia Post on its Post26 transformation journey, helping it deliver its promise of a better tomorrow for Australians, [and] leveraging the full power of the Einstein1 platform to truly engage with its customers and community in a digital-first, highly efficient and deeply personalized way.”