Australia Post signs multi-year Salesforce contract

Australia Post has contracted Salesforce to support a multi-year customer experience transformation project that will include the rollout of AI across the entire organisation.

Under the agreement, the Salesforce platform will be adopted as the core platform for the experience layer for Australia Post’s operations. In addition, Australia Post will harness Salesforce’s full product suite — including Slack, Tableau and Mulesoft — to redesign and deliver an enhanced customer experience across sales, service and marketing.

New capabilities to be adopted under the project will include incorporating generative AI into self-service and agent assistance capabilities via the Salesforce Service Cloud, and adopting Tablaeu to help the organisation gain a 360-degree view of its customer-facing operations.

Using Salesforce’s Einstein1 platform, Australia Post will also be able to leverage AI-created content across its sales, service and marketing interactions.

Australia Post meanwhile plans to use Mulesoft to accelerate the integration of Salesforce into key datasets and to continue to use Slack for software engineering purposes.

Australia Post GM for Enterprise Services Michael McNamara said establishing the organisation’s key technology platforms is a crucial first step for the transformation of its 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,” he said. “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.”

Image credit: iStock.com/Daria Nipot