Move towards achieving customer satisfaction in Postal Services

Emirates Post is a diversified postal corporation providing postal and non-postal services through a network of 109 post offices around the UAE. In 2007, Emirates Post became one of the subsidiaries of Emirates Post Group under a Federal decree in 2013.

Industry

Logistics & Transportation

Salesforce Product

Sales cloud

Region

UAE

Business Type

B2B,B2C

Overview

Emirates Post is a diversified postal corporation providing postal and non-postal services through a network of 109 post offices around the UAE. In 2007, Emirates Post became one of the subsidiaries of Emirates Post Group under a Federal decree in 2013. The other subsidiaries under the group are Electronic Document Centre (EDC); and Wall Street Exchange. EPG provide post and express solutions for individuals and businesses. their services cover domestic and international geographies and the collection and delivery of a wide range of outbound and inbound items.


Interesting Data Insights

50%

Increase in customer satisfaction

95%

Increase in efficiency

100%

CRM Driven

60%

Reduced complaints

The Challenges


The Emirates Post serves various industry like postal services, financial services and Logistics. Customer’s finances were managed by Sage ERP and the other operations were relying on manual processes. This led to a loss of data, not being able to receive the necessary information on time.

Business constraints
  • Data distributed on multiple platforms
  • Lost opportunities in cross-selling and upselling
  • Lead Tracking Issue
  • Customer Experience
  • No proper Visibility on Analytics

The Solutions


To minimize manual intervention and bring everything on to one cloud platform and make things easily visible for upper management Smaartt have implemented salesforce sales cloud.

Solution Use Case
  • Contact Management
  • Opportunity Management
  • Lead Management
  • Case Management
  • Reporting
  • Account Planning & Mapping
  • Relationship Analytics

Result


Implementing Salesforce Sales cloud has streamlined existing processes that have improved the overall ROI. A More Efficient EPG .This transition has resulted as per below:

Increased in Committed Revenue

by measuring analytics

Improved Employee Efficiency

now they can appraise them as per their performance

Improved Account Planning and Mapping

Automation: Automated sales, Lead nurturing, Lead Management Digitalization: Maximized the use of digital Assets Governance: Data Security and Control Single source of Truth – Salesforce Platform

Reference site for data: Salesforce & Gartner

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