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February, 2024

Australia Post inks deal with Salesforce to drive digital transformation

Australia Post and Salesforce have announced a multi-year, multi-product partnership aimed at supporting the postal service’s digital transformation strategy. The deal includes the implementation of artificial intelligence (AI) across Australia Post’s entire organisation.

Australia Post will utilise Salesforce’s complete product suite, including Slack, Tableau, and Mulesoft, to enhance customer experience across sales, service, and marketing. Salesforce’s Einstein1 AI platform will be used to transform and simplify Australia Post’s customer service experience.

The partnership will establish Salesforce’s technology platform as a key foundation supporting Australia Post’s Customer Experience Transformation. New capabilities will include self-service, agent assistance, automation, and GenAI via the Salesforce Service Cloud, with a focus on omnichannel.

Salesforce Data Cloud is set to connect millions of operational data points on parcels in the postal network, providing greater insight into customer activities. Salesforce Marketing Cloud is also being deployed to enable Australia Post to orchestrate and execute personalised customer engagement and experience at scale. Advanced marketing performance and analytics capabilities are also sought to help identify the best-performing and highest Return on Investment (ROI) programs.

Tableau will assist with delivering a 360-degree view of customers 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. Finally, Slack will continue to be leveraged for software engineering practices.

Australia Post will also leverage AI-created content across its sales, service, and marketing interactions, at hyperscale.

“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 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,” said Executive General Manager, Enterprise Services at Australia Post, Michael McNamara.

Senior Vice President Public Sector Salesforce Asia Pacific, Barry Dietrich, said the tech giant is 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,” he said.

Einstein 1 and AI took centre stage at this year’s Salesforce World Tour Sydney event, which attracted 15,000 delegates. Read more about the event in Mi3’s round-up report here.