Global logistics provider Aramex has announced it is testing live tracking for last mile delivery in the UAE in partnership with OniGroup.
Upon completion of the beta testing phase the company plans to roll out the solution across the GCC with a full-scale launch expected in the first quarter of 2024. The brand-new feature operates via the Mobility Services from Google Maps Platform. It uses machine learning and predictive AI to generate more precise delivery coordinates and is being tested by a logistics company in the GCC for the first time.
Through the feature customers can track live location of Aramex’s “Delivery Champions” from the last five stops until the shipment is delivered to their doorstep. Customers receive a notification with a URL on the morning of the scheduled day of delivery, which they can use to track their shipment in real-time with the expected time of delivery based on traffic and other delivery operational factors.
Aramex said the feature will allow customers to plan their daily schedule more efficiently instead of spending an uncertain amount of time awaiting the shipment, in turn improving the end-user experience.
Boosting user engagement?
Photo by Benjamin Sow via Unsplash
The growing importance of real-time tracking to the industry was recognised recently in a report published by Bettermile which re-iterated the need for a more modern, engaging user experience in the parcel delivery space. It highlighted clear communication and tempting calls to action as key to boosting receivers’ engagement. In addition, it said a detailed and accurate visualisation of vehicle and parcel locations can improve the receivers’ live tracking experience without any unnecessary, extra burden to busy drivers.
In Europe, the shift to real-time tracking in the B2C parcel delivery space is already well underway. According to the report, 64% of receivers in Germany expect real-time tracking to be available for every parcel they receive while 94% of respondents stated that they use the feature at least occasionally. An emotional aspect to live tracking was also identified in the report with receivers reporting an increased sense of efficiency and control when using the service.
As part of further recent technological advancements Aramex has been using Sprinklr’s AI chatbots in four languages since a deal was agreed in November last year. The AI technology is currently being used to automate responses to common inquiries and improve the efficiency and scale of its digital customer service. In February, the company completed testing of its drone and roadside bot deliveries in Dubai.
Speaking on the latest “live tracking” innovation, Moe Abeidat, Vice President – Technology at Aramex, said: “The innovative live tracking functionality not only expands our digital capabilities but will focus on elevating three parallel experiences which are: keeping our customers engaged and informed, keeping our Delivery Champions on track throughout the day with a much more improved experience, and keeping our fleet performing at its peak to better serve our customers.”
Mike Rich, Group Chief Marketing Officer at Aramex, added: “The testing of this exciting new feature reflects our relentless efforts at Aramex to create an unparalleled experience for our customers that brings them closer to our services than ever before. Using AI and digital innovation and backed by in-depth research from a customer experience perspective, this new feature will set the gold standard for delivery logistics in the region and elevates customer trust to a new level.”
