Agent Āwhina transforms Team Global Express’ customer experience

Team Global Express New Zealand is a freight and logistics partner offering a nationwide service, delivering end-to-end solutions across many of New Zealand’s most significant sectors and businesses. From road, rail, air, and coastal shipping to warehousing and global parcels, Team Global Express ensures seamless, efficient delivery across New Zealand and beyond.

Elevate service and create capacity for more impactful customer interactions. 

Team Global Express is driven by a single focus: its customers' success. Seeking to continuously enhance service delivery, the company identified an opportunity to streamline routine delivery status updates. By unifying previously siloed data and systems into a single source of truth, Team Global Express aimed to provide automated, real-time responses to these common inquiries. It also wanted to free up its national customer service team to focus on more complex, high-value interactions. 

Agentforce lets customers track the status of their parcel anytime, anywhere.

To elevate the customer experience, Team Global Express has introduced an AI agent named Āwhina. In Te Reo Māori, Āwhina means to assist, help or support, and that’s exactly what the agent does. Powered by Agentforce, the agent is integrated directly into the business’s track-and-trace system via a real-time API. Leveraging the data in this system, the agent can provide customers with the most up-to-date delivery status instantly—without human intervention. 

If Āwhina encounters a complex issue that it cannot resolve, it seamlessly escalates the interaction to a human or raises a case. 

The agent quickly proved its value, reducing call volume by 25% in a matter of weeks. Today, Team Global Express estimates a 50% reduction in call volumes thanks to Agentforce.

“Āwhina has made a real difference for our team. It has streamlined our customer service workflow, improved efficiency, and supported our team so they can deliver better and more meaningful interactions with our customers,” said Ngahuia Looker, National Customer Service Manager, Team Global Express.

Data 360 to unify customer data in Salesforce with zero copy.

Team Global Express is getting ready to unify its data to create a single source of truth for employees and agents. Account managers and the customer service team will access this data within Agentforce Service to streamline processes like customer onboarding and case management.

The business will use Data 360 to unify and harmonise data, leveraging zero copy to allow Salesforce to access and act on rich operational data held in its third-party database without manual duplication.

Agentforce Service to enhance efficiency and service.

Team Global Express is continuing to increase efficiency and service by automating previously manual workflows. The business plans to perform a proof of concept by deploying Salesforce Voice and use agents to generate call transcripts and summaries. Automating processes like these will allow the customer service team to work more efficiently and focus on their customers rather than on administrative tasks.

Salesforce provides Team Global Express with a unified platform that helps the logistics business deliver seamless customer experiences. With Agentforce, it has been able to set clear guardrails for agent-customer interactions and provide them with quick, accurate updates on the status of their deliveries.

By leveraging Data 360’s zero copy functionality, the business will soon be able to securely access rich operational data from within Salesforce without the need to move or duplicate data from its third-party database. This creates a real-time source of truth that will allow Agentforce to provide accurate, grounded responses to more of customers’ questions in the future and automate complex routing decisions. The result is a more agile operation that empowers employees to focus on high-value tasks while delivering instant, 24/7 support to customers.

Team Global Express took a measured and focused approach to building and deploying its agent Āwhina, which has helped to ensure its success. The business started with a single use case with the potential to deliver a significant impact. Partnering with New Zealand-based consultancy EvolveCRM, it then took an iterative approach to testing and development.

By providing the agent with high-quality data and establishing clear guardrails, the business has also been able to ensure customers receive an accurate, intelligent response or are provided with path to escalation.

Team Global Express continues to monitor agent conversations so that it can refine workflows and ideate on future customer inquiries that Āwhina can resolve.