Helping Franchise businesses really deliver

When Mark Little, CEO of national courier franchise Aramex New Zealand, speaks about partnering with other franchise networks, there’s an evident passion that comes from shared challenges — and shared successes. A trusted franchise partner, and a proud member of the Franchise Association of New Zealand, Mark says, “Aramex is very open, honest and transparent [with other franchise networks], because we’re all in the same game of franchising. That’s at the core of the business.”

As a multi-level franchise organisation, Aramex New Zealand truly understands the importance of providing a valued service to business owners across the country. It’s a commitment that stems from the top down. From national franchisor through to regional franchisees, and its fleet of courier franchisees, everyone at Aramex is committed to partnering with Kiwi franchise networks to understand their business needs. Mark says, “The key with the courier franchisees is that you’ve got owners who really care about their exclusive territory — every pickup and delivery in that area is theirs.”

He highlights an example of Aramex New Zealand’s collaborative ethos, in working with cleaning franchise Jani-King, which participated in Aramex’s Kiwi Walk & Run series. “They now have our cleaning contract, and we are their courier business,” Mark explains. It’s this ability to find synergy with a range of fellow franchise networks that has made Aramex such a staple of the delivery landscape for over 40 years and has seen them develop over 300 courier franchises across 18 regions in New Zealand.

Investing in industry-leading technology As part of a commitment to continuous improvement, Aramex has recently invested in upgrading its IT systems and platforms. Designed to provide seamless integration for its customers, and built with ease of use in mind, aramexConnect allows customers to send parcels with just a few clicks, even managing consignments from their mobile phone. And if customers need assistance? Aramex has a dedicated IT team to assist, including a helpline with local and global support.

The investment in its IT capabilities allows Aramex to comfortably service large retail networks. Mark highlights its support of the Briscoe Group, which has 89 New Zealand locations between Briscoes Homeware and Rebel Sport, as evidence of its advanced capabilities. He explains, “That adds huge complexity, as we need an IT system that can work with 89 different locations, get the right pickup, the right courier address, and the right parcel. It’s this technology, and how fluid we are as a company, that allows us to succeed. Yes, we’re owned by a multi-national corporation but we’re still a company that works at that granular level with the customer.”

Supporting its customers’ customers

In addition to investment in IT, Aramex has redefined the receiver experience, ensuring its customers’ customers are informed every step of the way. Reflecting on the challenge of educating parcel receivers, Mark says, “We’re doing a lot of work bringing a business that’s over 40 years old up to date with what a receiver needs. 
“You, as a receiver, would have no idea what ‘on board with a courier’ means. So, we’re really working hard to expand the knowledge around what we portray to the receiver, because we are now the face of, say, Briscoes. We are now the problem if that parcel doesn’t get delivered.”

These efforts have resulted in great improvements. By transforming the tracking provided on its website, Aramex has reduced customer enquiries by 27%. The increased visibility at every step of the parcel’s journey gives receivers peace of mind, and this commitment to transparency drives Aramex New Zealand at every level, Mark says. “The simple sentence of ‘deliver as promised’ is huge in our business. If we say it’s going to be Monday, make it Monday.”

Offering more to big businesses

On working with bigger franchise networks, Mark says one of Aramex New Zealand’s advantages is volume discounts. This ability to generalise pricing results in a competitive rate for all franchise networks’ locations, as well as a more streamlined service and account management. Aramex structures things so there’s ‘one person to talk to, not 50’, which is sure to be a benefit to franchisors and franchisees across the country.

Understanding that franchise networks aren’t uniform in size across New Zealand, Mark explains that while a franchise outlet ‘might be very small in Palmerston North, they’re still going to get the benefit of the whole group’s buying power’. “We won’t say Palmerston North has different pricing to Auckland or Christchurch so, for a group like a franchise, it can be very beneficial.” 

Whether you’re an emerging SME, an established national franchise network, or somewhere in between, Aramex New Zealand has the ability to get your products into your customers’ hands sooner. Get in touch today to learn more.  

See this advertorial on page 53 of Franchise New Zealand magazine Year 34 Issue 1

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