Case Study: Aramex achieves 24/7 AI-powered customer care with Sprinklr

Aramex delivers world-class CX with AI-powered CCaaS and 24/7 customer care

Aramex, a global logistics provider, needed to modernize its customer experience as e-commerce drove demand for instant, personalized support across digital channels. Its legacy systems were not built for modern customer service, lacked integration with platforms like WhatsApp, and couldn’t provide the real-time analytics needed to support customers globally. Aramex turned to Sprinklr Service to create a scalable, cloud-based CX solution.

Sprinklr implemented a unified service platform with native WhatsApp and Meta app integrations, enabling Aramex to launch chatbots for 24/7 support, shipment scheduling, address capture, and automated delivery updates. The results were strong: a 99% bot containment rate, 20.2 million cases deflected annually, and 1.3 million hours saved, helping Aramex improve customer satisfaction, streamline operations, and better allocate service resources.

Aramex

Cary Lawton

Customer Experience Director