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Enhancing customer experience and the delivery process

The growth of digital transformation throughout a variety of global industries has been astounding. But, nowhere has the transition to digitalisation been more pronounced than within global logistics and transportation companies. As more and more purchasing power shifts to e-commerce, a seamless last-mile experience becomes crucial to satisfying consumers’ needs. The resulting surge of shipments has made digital transformation and last-mile innovation imperative to streamline logistics and transportation processes.

2018 industry report has predicted that digital transformation spending in the global logistics market will reach nearly US$ 95 million by 2026. Savvy businesses are recognising the game-changing benefits that come with digital transformation, such as:

  •  heightened efficiency and consumer experiences
  •  broader awareness and reach of products and services
  •  higher productivity
  •  innovative business models

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To realise these benefits, companies must adopt new practices and deploy innovative technologies to support them. Just ask Mohammed Sleeq, Chief Digital Officer at Aramex. The company has been around for over 35 years and is today a logistics and transportation solutions leader and innovator. Based in Dubai, Aramex operates in over 65 countries with 16,500+ employees. In recent years, Sleeq and his team have been key contributors to the company’s ongoing digital transformation. “Since its foundation in 1982, Aramex has grown to become a global leader in the logistics and transportation industry, recognised for its customised and innovative services for businesses and consumers. Our breadth of services includes International and Domestic Express Delivery, Freight-forwarding, Logistics and Supply Chain Management, e-Commerce and Record Management,” said Sleek.

“While we continue to compete with the traditional global logistics operators, the rise of a new breed of competition, fuelled by the growth of global e-commerce, is changing the competitive landscape. In order to remain competitive, we need to upgrade our technology-enabled solutions to allow for faster and more efficient delivery of parcels from point A to point B.” Sleeq explained that what is disrupting the industry more than anything else today are the new “Last Mile” technologies used by both large and small e-tailers and the new digital logistics operators. In the journey from warehouse shelf to customer doorstep, the “last mile” of delivery is the final and most important step of the process — it’s when the package is delivered to the consumer. Although this step is critical in terms of providing a positive customer experience, Last Mile delivery has traditionally been the most expensive and time-consuming part of the fulfilment process. Innovation is changing that.

New, advanced technology-enabled fulfilment solutions are at the heart of this digital transformation. “We’re talking about everything from autonomous vehicles and drones, all the way to applying data science to enhance the customer experience, or finding the location of a customer and their last-mile preferences and almost eliminating the need to contact them via phone,” said Sleeq. “We can today identify and deploy the best communications solutions to ease and expedite delivery. What happens in that last mile will continue to be the primary differentiation factor for companies such as Aramex, and this is where the company has focused its resources over the past year and where it will continue to in the future.”

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From the words of our customer
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“While we continue to compete with the traditional global logistics operators, the rise of a new breed of competition, fuelled by the growth of global e-commerce, is changing the competitive landscape. In order to remain competitive, we need to upgrade our technology-enabled solutions to allow for faster and more efficient delivery of parcels from point A to point B.” Sleeq explained that what is disrupting the industry more than anything else today are the new “Last Mile” technologies used by both large and small e-tailers and the new digital logistics operators. In the journey from warehouse shelf to customer doorstep, the “last mile” of delivery is the final and most important step of the process — it’s when the package is delivered to the consumer. Although this step is critical in terms of providing a positive customer experience, Last Mile delivery has traditionally been the most expensive and time-consuming part of the fulfilment process. Innovation is changing that.

New, advanced technology-enabled fulfilment solutions are at the heart of this digital transformation. “We’re talking about everything from autonomous vehicles and drones, all the way to applying data science to enhance the customer experience, or finding the location of a customer and their last-mile preferences and almost eliminating the need to contact them via phone,” said Sleeq. “We can today identify and deploy the best communications solutions to ease and expedite delivery. What happens in that last mile will continue to be the primary differentiation factor for companies such as Aramex, and this is where the company has focused its resources over the past year and where it will continue to in the future.”

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