Aramex portal gains 250,000 users as enquiries drop

Aramex Oceania says 250,000 customers have signed up to its aramexConnect Receiving Mode portal in six months, while enquiries about parcel whereabouts have fallen 10%.

The figures point to growing use of self-service tools by parcel recipients in Australia and New Zealand as online shoppers seek more control over home deliveries. The portal gives users a desktop and mobile dashboard to track parcels, view photo proof of delivery and arrange redelivery.

Last-mile shift

The rollout reflects broader pressure on logistics groups to improve the "last mile", the final stage of delivery to a customer's address. That part of the process has become a focal point for carriers and retailers as consumers expect more precise information on delivery timing and completion.

Uptake has been spread across metropolitan and regional locations rather than concentrated in major city centres. In Australia, the highest concentrations of users were in Melbourne CBD and Richmond, alongside regional centres including Orange and Port Macquarie.

In New Zealand, customers in Auckland and Wellington were among the quickest to sign up, with suburban areas such as Albany and Upper Hutt also showing strong use. The pattern suggests demand for delivery visibility is consistent across different types of market.

Usage data also showed a clear daily pattern, with 10am the busiest hour for customers checking the app, indicating recipients are monitoring parcel progress during the working day.

Aramex operates in more than 70 countries and has an established presence in Australia and New Zealand through its franchised network. In Oceania, regional franchises support more than 40,000 business customers, with eCommerce deliveries and returns making up a significant part of the operation.

The rise in self-service tracking tools comes as logistics groups face pressure to limit customer service costs while handling high parcel volumes. Reducing inbound calls about delivery status can ease pressure on support teams and shift more interaction to automated channels.

Photo proof of delivery has also become more common in urban settings, especially for parcels left at reception desks or in multi-unit residential buildings. Carriers increasingly use photographic confirmation to address disputes over where items were left and whether delivery was completed.

Mark Little, Regional Director at Aramex Oceania, linked the launch to changing customer behaviour.

"Customers want fewer unknowns and more control without having to pick up the phone," Little said.

Aramex said aramexConnect also supports tasks including sending freight, printing labels, uploading funds to an e-wallet, importing customer lists and creating manifests. Receiving Mode is one part of that broader online service, but the latest user numbers suggest parcel tracking and delivery management are major drivers of adoption.

For parcel operators, that matters because the delivery experience is often the most visible part of the transaction for the end customer. Delays, missed deliveries and poor communication can create costs for both merchants and carriers, while clear tracking and simple rebooking tools can reduce failed drops and follow-up enquiries.

The latest figures underline how much customer expectations around parcel delivery have changed. For many recipients, a basic dispatch notification is no longer enough, particularly as eCommerce volumes remain high and consumers expect real-time information on where their parcel is and what happens if they are not at home.