Australia Post selects tech to underpin customer experience transformation

Australia Post will use a Salesforce stack to power a customer experience transformation that spans parcel tracking, customer support and personalisation.

It’s the first major vendor deal since Australia Post came under new technology leadership mid last year.

“Establishing our key strategic technology platforms is a crucial first step for the transformation of our digital customer experience,” executive general manager of enterprise services Michael McNamara said in a statement.

“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.”

The organisation said it will “redesign and deliver an enhanced customer experience across sales, service, and marketing” using various Salesforce platforms.

The aim is to “provide every customer with a consistent and personalised experience”, regardless of which part of the organisation they make contact with.

It will use Salesforce’s service cloud to power “self-service and agent assistance”. 

This will include some AI and automation being incorporated into processes and workflows of customer service agents.

Australia Post will also utilise Salesforce’s data cloud platform to “connect millions of operational data points on parcels in the postal network, allowing greater insight into the activities of each customer, [and] enabling Australia Post to better anticipate customer needs.”

That appears to bear similarity with past efforts that intended to use digital twin technology for much the same intended purpose.

Also on the roadmap, Australia Post will use Tableau for self-service analytics and reporting to merchants, partners and staff; Mulesoft to bring data from other technology systems together to create a single view of customer; and marketing cloud for more personalised interactions.

The work forms part of a broader transformation of Australia Post known as Post26.