As the firm’s main infrastructure is already cloud-centric, adopting generative AI and other add-on modules has been a natural transformative move

For Lion Parcel, the logistics needs of customers across Indonesia amid rampant nationwide digitalization have become opportunities yet challenges. While delivery demands are increasing, the firm also sees the rising demand for fast and personalized customer service.

The latest GenAI technology provides contextual and relevant human-like interactions. Integrating the technology into the customer service team helps staff focus on the problem-solving process in a more effective and measured way.

Meanwhile, general inquiries can  be handled by AI technology. As a result, service agents will be freed up to effectively manage and prioritize customer service cases, contributing to faster service response times and a 73% reduction in case resolution times. Also, the existing customer service system is cloud-centric, so customer data can be accessed in real-time, and the operational processes will be smoother.

Today, Lion Parcel uses AI to address about 90% of customer interactions on WhatsApp, the most-used platform for its customer communications. For complex cases, its AI solution automatically escalates the case to the appropriate service agent, who then picks up the case in main system and takes necessary action.

Additionally, the firm has been upgrading to more cloud applications to streamline operations and connect with its teams better.

  • One sales management application gives teams a 360-degree view of every customer to easily track customer communications and data in real time to deliver seamless operations at scale.
  • Another application helps streamline internal communication, and also accelerates product development. A data-driven customer-centric approach enables management to craft stronger strategies in line with market needs.

With the upgrades, the firm’s Chief Experience Officer, Budi Santoso said: “We can effectively analyze 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.”

According to Sujith Abraham, Senior Vice President and General Manager, Salesforce (ASEAN), the firm’s cloud solutions provider: “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… We’re thrilled to continue supporting Lion Parcel’s journey to become the leading logistics player in Indonesia.”