Australia Post, Salesforce secure multi-year tech deal

Australia Post has inked a multi-year deal with Salesforce to leverage the tech platform provider’s data and artificial intelligence (AI) solutions for the Post’s ongoing customer experience (CX) transformation.

The partnership will see a variety of technology-powered capabilities launched across Australia Post’s channels including customer-facing team members, merchants, consumers and posties.

“Establishing our key strategic technology platforms is a crucial first step for the transformation of our digital customer experience,” Michael McNamara, Executive General Manager, Enterprise Services at Australia Post, said.

“Investment in cutting-edge technology is crucial in ensuring we set the business up for success as we continue to simplify and modernise our operations. Salesforce has the right platform for us to revolutionise how we connect with customers by harnessing the transformative potential of AI and data-driven insights.”

Australia Post said it will introduce several new services and capabilities to propel its community engagement, including:

  • Self-service, agent assistance, automation, and GenAI will provide a consistent level of support via the Salesforce Service Cloud, regardless of channel and language.
  • Salesforce Data Cloud will connect millions of operational data points on parcels in the postal network,allowing greater insight into the activities of each customer, enabling Australia Post to better anticipate customer needs.
  • Salesforce Marketing Cloud will enable Australia Post to orchestrate and execute personalised customer engagement and experience at scale across digital customer touchpoints and channels. Advanced marketing performance and analytics capabilities will identify the best-performing and highest Return on Investment (ROI) programs.
  • Tableau will assist with a complete 360 view and provide secure, self-service analytics and reporting with Australia Post merchants, partners, and staff; this includes CRM data from Salesforce, along with a wide range of enterprise data such as financial, retail, parcel, and operational data.
  • Mulesoft will accelerate the integration of Salesforce to relevant data sets across other strategic technology vendors, increasing operational efficiencies and delivering a single view of customers.
  • Slack will continue to be leveraged for software engineering practices, helping Australia Post team members collaborate, ideate and deliver incredible experiences for its customers.

The post company also said it would employ automation and both predictive and generative AI among its employees to “transform and simplify its customer service experience on Salesforce”.

“We are proud to partner with Australia Post on its Post26 transformation journey, helping it deliver its promise of a better tomorrow for Australians. Leveraging the full power of the Einstein1 Platform to truly engage with its customers and community in a digital-first, highly efficient and deeply personalised way,” Barry Dietrich, Senior Vice President Public Sector Salesforce Asia Pacific, said.