Lion Parcel partners with Salesforce to boost AI-driven service

Lion Parcel, a leading logistics service provider in Indonesia, has entered a strategic partnership with Salesforce to enhance customer service through the integration of generative AI.

The initiative aims to enhance customer interactions from the acquisition phase through to post-delivery support.

Amid growing delivery demands, Lion Parcel is undertaking a comprehensive digital transformation.

The logistics company is leveraging Salesforce's generative AI to handle routine customer inquiries, such as delivery fees and agent locations. This allows the Customer Service team to focus on resolving more complex issues, thereby optimising their capabilities.

Lion Parcel is also utilising Salesforce's Sales Cloud, Service Cloud, and Slack, in collaboration with TMS Consulting, a Salesforce partner. This integration is designed to boost collaboration and coordination across Indonesia, providing employees with real-time access to customer data and streamlining operational processes.

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

"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."

The AI integration has led to a significant 73% reduction in case resolution times for Lion Parcel. Currently, the company uses AI to handle approximately 90% of customer interactions on WhatsApp, automatically escalating complex cases to human agents when necessary.

Sujith Abraham, Senior Vice President and General Manager at Salesforce ASEAN, added, "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. 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."

Lion Parcel is also benefiting from Salesforce Sales Cloud and Slack to further streamline operations.

With Sales Cloud, the sales team has a comprehensive view of customer interactions and data in real time, enhancing the efficiency and scale of operations. Additionally, Slack is being used to streamline internal communications and accelerate product development.

This strategic partnership illustrates how leveraging advanced technologies can significantly improve operational efficiency and customer satisfaction in the logistics sector. Through the integration of generative AI and other Salesforce solutions, Lion Parcel is positioning itself to provide faster, more personalised customer service to meet the growing demands of its clientele.

The collaboration underscores the importance of digital transformation in meeting modern customer expectations. As Lion Parcel continues to expand its network, the use of these technologies is expected to sustain its growth and enhance its service quality across Indonesia and beyond.