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Aramex ships in eWare CRM solution

Aramex International has signed up with eWare in a move to enhance its CRM strategy. The deal will see eWare deploy a CRM solution to assist Aramex’s customer support teams in forging stronger relationships with its clients.

Aramex International Limited, the international express and freight forwarding company has signed up with eWare in a move to enhance its CRM strategy. The deal will see eWare deploy a CRM solution to assist Aramex’s customer support teams in forging stronger relationships with its clients.

"Our constant emphasis on reliable technology and customer feedback has helped us, over the years to maintain a reliable service that ensures total customer care," explained Fadi Ghandour president and CEO of Aramex. "The deployment of eWare's eCRM solution in our operations is an indication of Aramex's commitment to use leading technologies that enable us to enhance customer satisfaction."

The eWare solution will enable Aramex to record customer interactions, update information regularly, and provide all customer management employees with access to this data. Employees will be able to interact with customers using a standard browser on any Internet or wireless device, including mobile phones.

“A key feature of the program is that it reinforces Aramex's team-based concept. This means that the customer interacts with the whole team as a single entity, increasing availability and providing for more personalised customer relationships," said Basem Malhas Vice President for Information Technology at Aramex.

The eWare solution extends the freight forwarders existing customer managemement documented quality management system (CM DQMS), enabling Aramex to maintain, schedule and plan customers' interactions efficiently, while allowing them to process customer suggestions and complaints issues on time.

"This application, also drastically reduces paperwork for the field staff. It will provide information online, which can be accessed more efficiently, and assists in giving us a macro view of our performance. By being able to view all the links of the delivery process simultaneously, we can easily detect and correct any minor discrepancy in the system easily. The solution not only helps us to enhance our current performance but also contributes to building better strategies for the future," added Malhas.

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