Case Study: Aramex achieves unified, AI-powered customer experience with Sprinklr

Aramex builds a scalable CX platform that adapts globally and delivers locally

Aramex, the international courier and logistics company, needed a way to unify scattered customer communications and deliver consistent, personalized service across regions. Using Sprinklr, Aramex set out to create a scalable CX platform that could support global operations while still adapting to local customer needs.

Sprinklr helped Aramex consolidate voice, chatbots, live chat, and social channels into one platform, giving the team a 360° view of the customer journey. Aramex also deployed a WhatsApp chatbot with Sprinklr’s native integration for address capture, shipment scheduling, and real-time updates, plus Meta integrations for Messenger and Instagram. The result was 24/7 self-service, thousands of daily WhatsApp interactions, improved analytics and sentiment insights, and more efficient, responsive last-mile delivery.

Aramex

Ruba Shannak

Digital & Technology, Head of Operations & Platforms