Amman, Jordan — Founded in 1982, Aramex is a leading global provider of comprehensive logistics and transportation solutions. Operating in over 65 countries worldwide, the company’s vision is delivering flexible, innovative, reliable transport and logistics solutions that connect the globe. Over the years, a key to Aramex’s success has been its ability to swiftly adapt to challenging market conditions. With its transition to Microsoft Teams Phone System in the wake of the COVID-19 pandemic, the company is continuing to deliver standout service to millions of customers around the world.
Rapidly navigating change
Logistics is a highly time-sensitive industry. It is key to be able to rapidly reach out to colleagues and customers anywhere to resolve delivery issues, order changes, and queries. So, for Aramex’s customer service and internal teams, making sure that effective daily telephonic communication could continue in the new remote world was critical.
“Our IT infrastructure was already Microsoft Teams friendly, but we were still using our on-premises Skype for Business for telephony. With the spike in remote use in the wake of the COVID-19 pandemic, we had to quickly enable, configure, and implement a new telephony system on the cloud” begins Mohammed Sleeq, Chief Digital Officer of Aramex.
A better way to connect
“Using Microsoft Teams on user devices and for phone connectivity has helped in many dimensions. It unified all Modern Workplace service areas under one interface, where people can access their meetings, OneDrive, emails, instant messaging and calls management” says Claude Almarji, Corporate Platform Systems Manager at Aramex.
After considering its options, the logistics leader chose to implement Teams Phone Systems. For this, Aramex worked closely with Microsoft partner PAIS Group, from assessing business benefits and ROI, to preparing demos and a proof of concept, to implementing the solution.
“I am delighted to witness the seamless integration of Microsoft Teams Phone System for our esteemed client, Aramex. Our collaboration has not only streamlined Aramex's telephony infrastructure but has also exemplified our commitment to delivering cutting-edge solutions tailored to the unique needs of our clients. The successful implementation stands as a testament to our dedication to innovation and excellence in the realm of digital transformation. We look forward to continuing our partnership with Aramex and exploring further avenues to enhance their communication and collaboration capabilities." Nader Goussous, Regional Operations Manager at PAIS Group
Today, over 10,000 Aramex professionals use Microsoft Teams for daily communications.
“We are proud of the seamless transition to such a big, distributed environment, and how Microsoft Teams has been able to accommodate our complex telephony infrastructure and enabled us to utilize it fully” shares Mohammed Sleeq, Chief Digital Officer at Aramex.
Cost-effective results
The results have been significant increases in efficiency and time saved, compared with managing more than 35 Skype for Business servers distributed over multiple datacenters. Aramex is also making considerable call cost savings, thanks to Teams Phone Systems’ location-based routing function. An employee in the UAE can call a colleague in Turkey, Jordan, or the USA as easily and affordably as making a national call.
For other companies considering a similar move, Sleeq advises spending time on planning the design, as well as conducting internal marketing to boost new system adoption.
“People’s adoption is the biggest challenge in any change. With a focus on user satisfaction, and management’s buy-in from day one, and dedicated champions to drive the adoption, we were able to roll it out successfully” says Mohammed Sleeq.
Looking to the future, the logistics giant is excited about expanding its use of Microsoft Teams as a platform for effective company communication and collaboration.
“We’re exploring solutions such as Microsoft Endpoint Manager, Windows Hello for Business, Hybrid Azure Active Directory joined devices, and integrating Microsoft Teams with bots and apps such as FreshService” shares Mohammed Sleeq.