Lion Parcel, a logistics service provider in Indonesia, has partnered with Salesforce, the United States-based artificial intelligence (AI) customer relationship management firm, to optimize customer service through generative AI integration.
Adopting this latest technology is part of the company’s effort to maximize the end-to-end customer experience, from acquisition to post-delivery support, the duo said in a statement on Thursday.
According to the statement, the logistics needs of customers across Indonesia amidst digitalization have become opportunities yet challenges for Lion Parcel.
While delivery demands are increasing, Lion Parcel also sees the urge for fast and personalized customer service.
Hence, the firm has undergone a digital transformation across customer touchpoints for faster, more effective, and efficient communication, resulting in a better customer experience.
With Salesforce, Lion Parcel has adapted the latest generative AI technology for specific and relevant human-like interactions.
Generative AI integration into Lion Parcel customer service has helped the Customer Service team focus on the problem-solving process so it could be more effective and measured.
Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI technology.
Collaboration and coordination across Indonesia are also easier with Salesforce Sales Cloud, Service Cloud, and Slack supported by TMS Consulting, a Salesforce partner.
Therefore, customer data can be accessed in real-time and the operational process could be smoother.
It is noted that Lion Parcel has also been using Salesforce Sales Cloud and Slack across its business to streamline operations and connect with its teams.
With Sales Cloud, Lion Parcel’s sales team has a 360-degree view of every customer to easily track customer communications and data in real time and deliver seamless operations at scale.
This has helped Lion Parcel become a more data-driven customer-centric company, enabling management to craft stronger strategies in line with market needs.
To improve productivity, Lion Parcel also uses Slack to streamline internal communication as well as accelerate product development.
“As the logistics company, Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction,
“Using Salesforce and AI solutions, we can effectively analyze and take action on real-time customer data on one platform, and deliver superior customer service and
experiences, even as our network rapidly scales across Indonesia,” said Budi Santoso, Chief Experience Officer, Lion Parcel.
Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN, said that businesses need a complete view of their customers to deliver elevated customer service
experiences and drive growth.
This also creates the foundation for businesses to then build AI into the workflow and supercharge productivity, he added.
“Lion Parcel’s use of AI with Salesforce exemplifies how this transformative technology is personalizing customer experiences at scale,
“We’re thrilled to continue supporting Lion Parcel’s journey to become the leading logistics player in Indonesia,” he said.
Lion Parcel is Indonesia’s logistics company, a subsidiary of Lion Group.
Established since 2013, the firm serves first, middle, as well as last mile deliveries, from domestic to international shipping.
Supported by one of Indonesia’s leading airlines in Indonesia, Lion Group’s network and infrastructure, Lion Parcel currently covers up to 98 percent areas of Indonesia
and 50+ international countries across five continents.
Currently, Lion Parcel has 7,000+ agents, 15,000+ delivery couriers, as well as 3,000+ delivery fleets, with access to 350+ aircraft under Lion Group.