Covering Disruptive Technology Powering Business in The Digital Age

Lion Parcel, a leading logistics service provider in Indonesia, has partnered with Salesforce, the #1 AI CRM, to optimize customer service through generative AI integration. Adopting this latest technology is part of the company’s effort to maximize the end-to-end customer experience, from acquisition to post-delivery support. 

The logistics needs of customers across Indonesia amidst digitalization have become opportunities yet challenges for Lion Parcel. While delivery demands are increasing, Lion Parcel also sees the urge for fast and personalized customer service. Hence, we have undergone a digital transformation across customer touchpoints for faster, more effective, and efficient communication, resulting in a better customer experience.

With Salesforce, Lion Parcel has adapted the latest generative AI technology for specific and relevant human-like interactions. Generative AI integration into Lion Parcel customer service has helped the Customer Service team focus on the problem-solving process so it could be more effective and measured. Meanwhile, general inquiries such as delivery fees and agent locations will be answered by AI technology. Collaboration and coordination across Indonesia are also easier with Salesforce Sales Cloud, Service Cloud, and Slack supported by TMS Consulting, a Salesforce partner. Therefore, customer data can be accessed in real-time and the operational process could be smoother.

Redefining customer experience and engagement with AI and Salesforce

Lion Parcel has been using Salesforce Service Cloud to empower teams to understand diverse customer behaviours and drive personalisation with customer segmentation across channels. As a result, service agents can effectively manage and prioritise customer service cases, contributing to faster service response times and a 73% reduction in case resolution times. 

For example, Lion Parcel today uses AI to address about 90% of customer interactions on WhatsApp, the most-used platform 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. 

Driving business growth and productivity 

Lion Parcel has also been using Salesforce Sales Cloud and Slack across its business to streamline operations and connect with its teams. 

With Sales Cloud, Lion Parcel’s sales team has a 360-degree view of every customer to easily track customer communications and data in real time and deliver seamless operations at scale. This has helped Lion Parcel become a more data-driven customer-centric company, enabling management to craft stronger strategies in line with market needs. To improve productivity, Lion Parcel also uses Slack to streamline internal communication as well as accelerate product development. 

Quotes

“As the logistics company, Lion Parcel strives to provide sustainable service development and innovation for end-to-end customer satisfaction,” said Budi Santoso, Chief Experience Officer, Lion Parcel. “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.” 

“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.,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN. “Lion Parcel’s use of AI with Salesforce exemplifies how this transformative technology is personalising customer experiences at scale. We’re thrilled to continue supporting Lion Parcel’s journey to become the leading logistics player in Indonesia.” 

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