Australia Post and Salesforce ink multi-year deal

Australia Post has inked a new multi-year deal with Salesforce, establishing its platform as a key foundation support its customer experience transformation.

With the Salesforce platform at the core of its experience layer, Australia Post can now enable every customer-facing team member to support merchants and consumers — from sales onboarding, through to servicing and support via contact centres, post offices, to posties, providing every customer with a consistent and personalised experience.

Using Einstein1, Australia Post will be able to leverage AI-created content across its sales, service, and marketing interactions. 

Australia Post is transforming and simplifying its customer service experience on Salesforce, redesigning core processes with a customer first design and enabling its agents with automation and AI (predictive and generative) across all channels as part of the transformation.

The deal will also have potential opportunities for partners as the implementation takes shape. 

New capabilities will include self-service, agent assistance, automation, and GenAI to provide a consistent level of support via the Salesforce Service Cloud; Salesforce Data Cloud to connect millions of operational data points on parcels in the postal network; Salesforce Marketing Cloud to orchestrate and execute personalised customer engagement and experience; advanced marketing performance and analytics capabilities to identify the best-performing and highest return on investment (ROI) programs.

Tableau will also be used to assist with a complete view and provide secure, self-service analytics and reporting with Australia Post merchants, partners, and staff including CRM data from Salesforce, along with a wide range of enterprise data such as financial, retail, parcel, and operational data.

Mulesoft will accelerate the integration of Salesforce to relevant data sets across other strategic technology vendors, increasing operational efficiencies and delivering a single view of customers.

Slack will continue to be leveraged for software engineering practices, helping Australia Post team members collaborate, ideate and deliver incredible experiences for its customers. 

Salesforce Einstein Copilot

During Salesforce World Tour in Sydney, the CRM giant announced the public beta version of Einstein Copilot, its new customisable, conversational and generative AI assistant for CRM. 

Einstein Copilot also enables Salesforce customers to generate responses using their private and trusted data while maintaining strict data governance and without requiring expensive AI model training.

Einstein Copilot can answer questions, summarise content, create new content, interpret complex conversations, and dynamically automate tasks on behalf of a user, all from a single user experience embedded directly within Salesforce’s applications.