Q: What specific initiatives are you undertaking to enhance customer excellence, and cater to the unique needs of Sri Lankan businesses and consumers?  

Sanjay Samarasinghe (SS): Sri Lanka is a strategic market in South Asia for Aramex and we are dedicated to enhancing customer excellence through several key initiatives. To expand our reach, we are broadening our network to cover more cities and towns, establishing service points and partnering with local businesses to optimise delivery routes for efficient service.

Recognising the rapid growth of Sri Lanka’s e-commerce sector, we provide specialised solutions such as integrated shipping platforms, cash on delivery options and flexible delivery choices.

Additionally, we support the vital SME sector by offering competitive pricing, customised logistics solutions and access to our global network. Leveraging technology, we provide a seamless customer experience via our mobile app and online platform for easy shipment tracking, delivery scheduling and account management.

We are also actively engaged in community initiatives, supporting local causes and social development, underscoring our commitment to Sri Lanka’s progress.

Q: How is Aramex contributing to disaster preparedness and response efforts in Sri Lanka, given its vulnerability to natural disasters?  

SS: Aramex is committed to supporting disaster preparedness and response in Sri Lanka, leveraging our logistics expertise to strengthen community resilience in a disaster prone region. We partner with humanitarian organisations to ensure the timely delivery of essential supplies during emergencies and have established emergency response plans, including communication protocols and alternative delivery routes, to minimise disruptions.

Our employees actively participate in volunteer programmes that support disaster relief efforts, fostering a culture of social responsibility. Additionally, we provide logistical support for relief operations, handling transportation, warehousing and distribution to ensure aid reaches affected areas efficiently.

Through awareness campaigns and educational programmes, we promote disaster preparedness among employees, customers and communities, contributing to a more resilient future for Sri Lanka.

Q: Against the backdrop of economic challenges and ever-changing market dynamics, how should organisations mitigate high costs while delivering value to customers?

SS: In challenging economic conditions, businesses must innovate to control costs while delivering value. At Aramex, we achieve this by optimising operations through technology – using route optimisation, warehouse automation and real-time tracking to lower costs and enhance service.

Strategic partnerships help us expand our offerings without substantial investment while value added services like flexible delivery options and dedicated support strengthen customer loyalty. Additionally, our sustainability initiatives, such as optimising delivery routes and adopting electric vehicles, reduce environmental impact and operational costs over time.

Q: What is your organisation’s approach to customer excellence?

Cary Lawton (CL): Aramex’s ‘customer first’ approach to excellence focusses on proactive, personalised service by anticipating customer needs and providing tailored solutions.

We prioritise reliability through on time, secure deliveries and maintain transparency by keeping customers informed throughout the process. Accessibility is key, offering multiple channels for customers to manage shipments with ease.

Through continuous innovation in technology and processes, we are dedicated to enhancing the customer experience and solidifying our leadership in logistics.

Q: What are your organisation’s future plans?

CL: Aramex is focussed on expanding its network to strengthen coverage in current markets and explore new ones, while also advancing technology through AI, machine learning and automation to streamline operations and enhance customer service.

We plan to introduce innovative offerings – such as same day delivery, tailored e-commerce logistics and sustainable delivery options – reflecting our commitment to greener practices. Additionally, we’re dedicated to building a strong talent pool to drive continuous innovation and uphold our standards of customer excellence.

Telephone 4728100  |  Email all_cmb_customer_service_customer_inquiries@aramex.com  |  Website aramex.com