Indonesian logistics service provider Lion Parcel has partnered with Salesforce to optimise customer service through a generative AI (GenAI) integration. This is part of Lion Parcel’s effort to offer an “end-to-end” customer experience, from acquisition to post-delivery support.
Lion Parcel acknowledged that the logistics needs of customers across Indonesia present opportunities and challenges, and with delivery demands increasing, it needed to provide “fast and personalised” customer service.
As such, the logistics provider has adapted GenAI for “specific and relevant human-like interactions” in hopes of transforming its customer touchpoints to enable “faster, more effective and efficient communication.”
Specifically, the integration has helped Lion Parcel’s customer service team to focus on the problem-solving process so the team could be “more effective and measured”. Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI.
“Using Salesforce and AI solutions, we can effectively analyse 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,” Lion Parcel chief experience officer Budi Santoso said.
“Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction,” he added.
Salesforce partner TMS Consulting is also supporting collaboration and coordination across Indonesia with the deployment of Salesforce Sales Cloud, Service Cloud, and Slack. This is intended to allow real-time access to customer data and smoother operational processes.
Other initiatives by Lion Parcel to improve customer experience include using Salesforce Service Cloud to understand customer behaviours and drive personalisation with customer segmentation across channels.
According to Salesforce, this has enabled service agents to manage and prioritise customer service cases, contributing to faster service response times and a 73% reduction in case resolution times.
In one example, Lion Parcel is using AI to address about 90% of customer interactions on WhatsApp – one of their most-used platforms for customer communications. For complex cases, its AI solution automatically escalates the case to the appropriate service agent, who then picks up the case in Service Cloud and takes necessary action.
“Lion Parcel’s use of AI with Salesforce exemplifies how this transformative technology is personalising customer experiences at scale,” Salesforce senior vice president and general manager of ASEAN Sujith Abraham said.
When it comes to driving growth and increasing productivity, Lion Parcel uses Salesforce Sales Cloud and Slack across its business to streamline operations and connect with its teams.
Lion Parcel found that this has created a “360-degree view” of every customer, enabling it to track customer communications and data in real-time and deliver seamless operations at scale. Furthermore, it has helped Lion Parcel to become a more “data-driven customer-centric company”.
At the same time, by leveraging Slack, the logistics company said it has been able to streamline internal communication and accelerate product development.
“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,” added Abraham.
