Australia Post has signed a new multi-year deal with Salesforce to harness its data and AI capabilities. The Salesforce platform will be a key foundation supporting Australia Post’s Customer Experience Transformation, helping redesign and deliver an enhanced customer experience across sales, service and marketing.
With the Salesforce platform at the core of its experience layer, Australia Post can now enable every customer-facing team member to support its merchant and consumer customers from sales onboarding, through to servicing and support via contact centres, post offices and posties, and provide every customer with a consistent and personalised experience.
New capabilities include self-service, agent assistance, automation, and GenAI for a consistent level of support via the Salesforce Service Cloud, regardless of channel and language; Salesforce Data Cloud to connect millions of operational data points on parcels in the postal network; Salesforce Marketing Cloud to orchestrate and execute personalised customer engagement and experience at scale; Tableau to assist with a complete 360 view and provide secure, self-service analytics and reporting with Australia Post merchants, partners, and staff; Mulesoft to accelerate the integration of Salesforce to relevant data sets across other strategic technology vendors; Slack to continue to be leveraged for software engineering practices.
Using Einstein1 CRM technology, Australia Post will leverage AI-created content at hyperscale, helping identify the right products and services for the right customers. Australia Post is transforming and simplifying its customer service experience on Salesforce, redesigning core processes with a customer first design and enabling its agents with automation and AI across all channels.
Australia Post executive general manager of enterprise services, Michael McNamara 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 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.”
Salesforce Asia Pacific senior vice president of public sector, Barry Dietrich 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. 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.”