Australian Air Express improves management of customer base with Salesforce CRM

Sydney, Australia, 15 May 2009 -, the enterprise cloud computing company, today announced the completion of the first phase of its cloud based CRM roll out at Australian air Express (AaE), which will provide the company with a more sophisticated approach to customer relationship management.

Australian air Express is one of the 55,400 companies of all sizes, industries and geographies that comprised the customer base as of January 31, 2009. Revenue and subscribers will be recognized as the service is delivered.

AaE has implemented Salesforce CRM to help it access company wide data quickly and easily to improve business planning and manage leads. It will also allow the company to provide more value to its existing customers and protect its customer base in times of economic uncertainty.

AaE chose Salesforce CRM for its ease of use, ability to customise, and the ability to access the data from anywhere via a web portal - the fact that is delivered via the cloud was a big selling point. A crucial element was the ability to get buy in from the sales teams and this is where’s easy to use and intuitive interface paid dividends for Australian air Express.

Matt Larkin, Product Manager, Australian air Express said: “We recognized a need for a CRM system so we could build better relationships with our customers, arm our sales teams with the right information to increase customer service, and manage our pipeline of leads far more effectively. But we needed to do all this without alienating the sales teams who use the product or the project would be a failure. Salesforce ticks every box and the feedback from sales teams and the business has been phenomenal.”

The first phase of the project went live just before Christmas and now has all sales staff actively using the CRM system.

Prior to the implementation of Salesforce CRM, AaE didn’t have an official CRM system. Most of the customer contacts were in the financial system and typically included accounts payable and finance contacts. Outside of this, all the company’s intellectual property relating to customer information was owned by individual sales reps, meaning if they left the company, so did crucial sales information. This all meant that reporting was time consuming and effective planning was very difficult.

Salesforce CRM integrates seamlessly with the financials system from Peoplesoft, which was another reason for its adoption. In addition, all call centre enquiries are also fed into Salesforce CRM providing a complete view of the customer, the history and the opportunities.

Larkin continued: “This system can only benefit our business. We can now ensure all new business leads are followed up by the most appropriate person, we are offering a better level of service to our existing customers, and we have streamlined the admin whilst increasing the value of the data for planning purposes. The adoption rate amongst our staff has been overwhelming thanks to Salesforce’s easy to use and customisable interface, and that plays a large part in its success.”

About Australian Air Express

Previously known as Australian Airlines, Australian air Express first took to the skies on August 1, 1992 as a joint venture between Qantas Airways Ltd and Australia Post Corporation. Today, the company employs over thousand staff and boasts Australia's most powerful and flexible airfreight distribution infrastructure. As a truly global door-to-door express parcel delivery service, AaE delivers across Australia and to more than 200 countries worldwide. AaE is the only freight company with exclusive access to Qantas flights and we have the ability to deliver to PO Boxes within the vast Australia Post network.


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