Customer Service Kit. About Aramex. Strategic Direction. International Express. Freight. Domestic. Logistics Solutions. E-Commerce Solutions

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1 Customer Service Kit Aramex is a leading global provider of comprehensive logistics and transportation solutions. About Aramex Strategic Direction International Express Freight Domestic Logistics Solutions E-Commerce Solutions Aramex Bio Oil & Gas Solutions Packaging Solutions Contact Us

2 About Aramex At Aramex we believe people are our most important asset. We encourage creativity, innovation and entrepreneurship. RCB Established in 1982, Aramex has rapidly evolved into a global brand recognised for its customer service and innovative multi-product offering. A publicly traded company on the Dubai Financial Market (DFM: ARMX), Aramex employs more than employees in over 354 locations across 60 countries, and leads a strong alliance network of more than 40 companies, further enhancing its global presence. Global Reach Our transportation and logistics network spans the globe, with strategically located offices, hubs and logistics centres in major cities to provide you with swift and reliable delivery services that suit your business needs. Integrated Logistics and Transportation Solutions We offer a comprehensive range of services that allow you to outsource all your transportation and logistics needs to one delivery partner. We ensure smooth handling of all your transactions, saving you time and effort, so you can focus on the core issues of your business. Flexibility has No Limits We believe that each one of our customers is unique. That s why our teams of dedicated experts are structured to provide you with smart, flexible solutions that deliver on your industry and business needs. Corporate Activism At Aramex, we believe that customers and communities are inseparable. We devote our resources to preserve the environment and actively engage in community development, disaster relief, education and youth empowerment, sports and entrepreneurship. Key Service Offering International Express, Freight, Logistics and Warehousing Solutions, Domestic Express, E-Commerce Solutions, Online Shopping services, Healthcare Industry Solutions, Oil and Gas Solutions, and Packaging Solutions.

3 Our vision is to enable and facilitate regional and global trade and commerce. Strategic Direction We aim to continuously reinforce our position as one of the top global logistics and transportation companies by expanding our worldwide network, innovating solutions to meet customers evolving needs and serving our communities. Aramex is pursuing a multifaceted growth strategy to achieve our strategic goals and satisfy customers specific needs through the following approach: Acquisitions and Joint Ventures in Emerging Markets Our mid-term focus remains the pursuit of small and medium scale acquisitions and joint ventures in politically stable high-growth economies in Africa, Asia and the Commonwealth of Independent States (CIS). Investing in Infrastructure and Technology There are various opportunities in our core markets to further develop products and services using existing infrastructure. By continuing to invest in purposebuilt logistics facilities at existing Aramex locations, we aim to capitalise on the increasing demand in the Middle East, South Asia and Africa for the outsourcing of supply chain and information management services. All Aramex locations constructed during 2011 are in the process of obtaining LEED certification. We will also continue to improve our communications network and information systems and investing in technology to further enhance the quality and efficiency of our operations.

4 Strategic Direction (continued) Our vision is to enable and facilitate regional and global trade and commerce. Investing in our People Investing in our people remains at the forefront of our priorities and is crucial to our sustainable growth. We develop employee training programs through our Corporate University, as well as partnering with leading regional and global academic institutions. Creating Value for our Customers Aramex is a customer-centric organisation that strives to deliver on its promises. We view our customers as long-term partners and pride ourselves on our close engagement and responsiveness to clients, continuous service improvement, innovation and tailored solutions. Being Active Corporate Citizens Achieving long-term growth involves working to preserve the environment and being a responsible, active partner in the communities in which we operate. We have devised a framework to guide our corporate activism in specific focus areas.

5 We provide global solutions for moving timesensitive documents and parcels around the world, while at the same time, meeting your needs and expectations. International Express With International Express, you can ship your packages, large or small, door-to-door anywhere in the world. Aramex offers a range of reliable international shipping solutions to meet your needs, allowing you to balance cost and speed. Outbound Express Ship urgent packages around the world through Outbound Express. Your documents or parcels will be swiftly shipped and attentively cleared through customs to arrive on time at any global destination. Road Freight A cost-effective solution to and from neighbouring countries. R Designed for customers who need to send a large number of letters, brochures or small parcels to international destinations by mail. Flash Freight A premium product designed for urgent shipments that need to be delivered faster than standard transit times. Enjoy the following features with Aramex International Express: Real-time tracking updates on aramex.com Proof of delivery Delivery notifications Customs clearance

6 International Express (continued) We provide global solutions for moving time-sensitive documents and parcels around the world, while at the same time, meeting your needs and expectations. Inbound Express With Aramex you can export and import, under one account. Importing from any origin worldwide through Aramex Inbound Express is hassle free: Reliable door-to-door importing Always know your import shipping rates ahead of time Receive one consolidated invoice at the end of the month in your local currency Track the status of your imported packages on aramex.co.za or aramex.com Get Aramex to facilitate imports from your regular suppliers: 1. Simply provide your supplier with your Aramex account number. All they need to do is call their local Aramex office and request Inbound Express shipping, using your account number and address as a reference. 2. Aramex will then collect your package from them and deliver it to your door. Aramex offers fast and effective customs clearance on your Inbound Express packages, including a wide range of nonstandard export and import clearance and other handling services.

7 Offering global and cost-effective solutions for all your freight needs. Freight Aramex provides you with versatile and comprehensive transportation solutions, covering a full door-to-door delivery service, documentation, customs brokerage and tracking. Air Freight Aramex provides global services and local expertise to meet your business needs: Cost effective solutions for all your urgent and special shipments Temperature-sensitive transportation Third-party shipping and distribution Chartered aircraft services Exhibition handling and other services Land Freight Dynamic and cost-effective shipping solutions to suit your business needs. We offer regular scheduled services, and full truck loads and consolidations to various destinations. Ocean Freight By operating weekly consolidation services across the globe and partnering with leading carriers, Aramex provides you with flexible Ocean Freight solutions: FCL and LCL cargo services Sea/Air (Sky bridge) and Sea/Land (Land bridge) services Reefer and perishable logistics Projects and out-of-gauge cargo Customs Brokerage Import duty management and tariff classifications Pre-clearance Facilitation of SABS certificates, Plant inspections, Port Health, State Vet and Customs stops & Inspections Additional Services Perishable goods handling Hazardous goods handling Marine Insurance Key Account Management Warehousing and Distribution Flash Freight Cross Trades

8 Domestic Comprehensive service offerings to suit your every requirement. Our Domestic Express service provides door-to-door delivery of urgent packages within a country or city. We have the perfect solution for all your domestic documents and parcel courier needs. Same Day Collection is made from your premises immediately upon receipt of your call, with dispatch on the first available flight thereafter. This express courier service is available to all centres served by scheduled airlines and delivery is normally effected within 90 minutes of the flight arrival time, depending on the airlines operational procedures. Telephonic proof of delivery is provided within 30 minutes of delivery. Early Morning Delivery Special treatment for time-sensitive documents and parcels with a quicker, early morning delivery (by 09:00 or the time specified). This service is available in centres serviced by scheduled airlines. Overnight Overnight courier collections are made throughout the day for dispatch in the evening delivery by no later than 10:30 the next working day. Express Road A safe, secure and reliable service for larger less urgent consignments. Deliveries to main centres within 24 to 48 hours, depending on the destination. Economy A highly cost-effective, deferred delivery service suitable for large consolidated consignments. Delivery within 48 to 72 hours, depending on final destination. Size and weight restrictions apply. Regional Area Services Delivery to any regional area destination in South Africa. Delivery achieved within 1 to 3 working days.

9 Logistics Solutions (Warehousing) Warehousing and Inventory Management represent strategic business tools that gives many Aramex customers an edge over their competitors. It s about more than just cutting costs. With a team of logistics experts and extensive facilities, you can rely on Aramex to manage complex logistics challenges and provide you with a cost-effective, tailor-made solution for your supply chain. We offer an end-to-end logistics solution and can efficiently manage the transfer, storage and distribution of your products and information during all stages of your supply chain - from the moment your inventory leaves your suppliers premises or factories, until it reaches your retailers or customers. Services offered: Bulk & fine pick and pack Cross docking Subassembly and Product kitting Serial number tracking Barcode processing Configuration Order processing Labeling Shrink-wrapping Customs Bonded store Inventory optimization and management

10 Logistics Solutions (continued) Warehousing and Inventory Management represent strategic business tools that gives many Aramex customers an edge over their competitors. It s about more than just cutting costs. With a team of logistics experts and extensive facilities, you can rely on Aramex to manage complex logistics challenges and provide you with a cost-effective, tailor-made solution for your supply chain. Our Warehouse Management System, OptiLog, is a web-based system and can be easily accessed through the Internet. OptiLog Capabilities: The system supports handling multiple sites/warehouses for the same customer Covers the full warehouse operations cycle from receiving to put away and from allocation to picking and shipping Both manual and automatic allocations are available Expiry date capturing and rotation Serial number capturing and reporting during inbound and outbound transactions Re-order level notifications Batch number handling Rich reporting tools with the ability to add and customise reports 3PL invoicing module Performance measuring Import/Export functionalities Integrated with the systems of other Aramex products (Domestic, Express) Integrated with scanners Customer web portal EDI capabilities Technical support available Continuous system upgrades

11 Our E-Commerce services will enable your business to sell products and services online, conveniently and reliably. E-Commerce The E-Commerce sector is experiencing continuous growth in emerging markets and Aramex is utilising its logistics expertise and infrastructure to partner with entrepreneurs and online retail sites to create economic opportunities in these markets. The growth of E-Commerce also has potential environmental benefits resulting from reductions in energy and paper consumption. E-Commerce Solutions We provide a range of solutions to help start-ups as well as established retailers set up or expand their E-Commerce operations, including warehousing and integrated logistics, payment collection services, order processing and outsourcing of customer service through various contact centres. We have also deployed a wide range of technical support to compliment this thriving industry. Aramex provides cost-effective, reliable delivery of your products to online shoppers throughout South Africa and globally. Our API s and Plugins takes the hassle out of integration and our 15 year track record with some of South Africa s leading Online Retailers proves we have the technology and expertise to fulfill your E-Commerce requirements. Drop and Ship Drop and Ship is an Import Express solution that enables customers to Import from Online Retailers and Business Suppliers from sixteen countries around the world (USA, UK, China, Thailand, Turkey, UAE, India, Hong Kong, Germany, Italy, Spain, France, Singapore, Malaysia, South Korea and Canada) easily, quickly and cost-effectively. Aramex Global Shopper An online shopping delivery service that enables thousands of customers around the world to receive purchased goods from online stores in the US, the UK, China, Thailand, Turkey, the UAE, India, Hong Kong, Germany, Italy, Spain, France, Singapore, Malaysia, South Korea and Canada easily, quickly and affordably. Customers are able to pay their shipping fees and Customs Duties & Taxes online on aramexglobalshopper.com. Aramex s own Online Marketplace providing a cross border selling opportunity for Online Retailers to thousands of online shoppers throughout emerging markets.

12 Aramex Bio is a complete door-to-door delivery solution for the healthcare industry. Aramex Bio Aramex Bio is designed to meet the local and global shipping needs of pharmaceutical companies, research centres, laboratories and hospitals that transport biological specimens and pharmaceutical materials. With our global presence, expansive network and experienced personnel, we make it simple for our customers. Our teams are well trained and dedicated to ensure the smooth end-to-end delivery of your temperature and time-sensitive shipments. One of the main benefits of Aramex Bio, is that it is an end-to-end solution covering: Temperature-controlled packaging UN Compliant Triple Layer Packaging Safety compliance Documentation and clearance Visibility and tracking On-time delivery Additional Aramex Bio solutions include: Diagnostics: assisting hospitals and laboratories that conduct clinical diagnosis externally for their patients. Direct-to-Patient: delivery solution to patients who are on scheduled medication and for pharmacies that sell medications to patients online. Aramex Envoy: for critical, sensitive and urgent shipments, we offer a dedicated envoy (on-board courier) when needed.

13 Oil & Gas Solutions The Oil and Gas industry demands the highest standards in logistics management. Aramex has the experience and the infrastructure to fully support the extreme challenges of the industry. Our integrated Oil and Gas logistics solutions are driven by an established commitment to cost-effective approaches and on-time delivery, and are custom-designed to cater to the specific needs of the dedicated petroleum industry specialists. Supply Chain Management Aramex develops cost-effective supply chain models that facilitate the most complex consolidation opportunities through: Flexible and customized transportation solutions by air, sea and land freight Customs brokerage Consolidation centre operations Advanced warehousing and inventory management Rig Moves and Support This service is designed to increase rig utilisation and reduce non-productive time, while ensuring health, safety and environmental compliance across thirdparty logistics providers. This service includes: Specialised rig moves and transportation Border crossing and customs clearance expertise Heavy lifts and out-of-gauge cargo Repair and return (tool rotation) End-to-end Logistics Support These solutions are designed to optimise the supply chain and to efficiently manage all aspects of the project including operations, equipment and regulatory compliance issues. Managing transportation and consolidation factors like priority, efficiency, and time urgency will enhance the operation, while managing rates, fuel costs, freight bills and payments will help cost control. Aramex managing these tasks translates into more time dedicated to focusing on the operation s core business.

14 Your brand s qualities should be echoed in every facet of your business. Packaging is no different. Packaging Solutions Streamline your business processes with the high quality and secure packaging solutions from Aramex. Aramex offers a wide range of generic as well as personalised packaging. Aramex will not only improve the functionality but also the aesthetics of your packaging, so your product will arrive in optimal condition. With educated staff and proper security measures in place, your company can enjoy the benefit of having to deal with fewer losses and claims. If goods are packaged in a safe and secure manner, the amount of damages as well as opportunities for pilferage will decrease. This should result in substantial savings and most importantly, more satisfied customers. These are processes that can be quantified, which Aramex will monitor and report on monthly.

15 Notes

16 Contact Us RCB Johannesburg Durban Cape Town Bloemfontein East London George Kimberley Nelspruit Pietermaritzburg Polokwane Port Elizabeth Pretoria Richards Bay Rustenburg Stellenbosch Vaal