Question

Federal Express (FedEx) was founded about 50 years ago. It handles on an average of 3 million package-tracking requests on a daily basis. To remain ahead of its competitors, FedEx strives on customer service by keeping a comprehensive website, FedEx.com. It increases customer service and reduces costs. For example, each request for information which can be retrieved from the website rather than by the call centre help FedEx to save an estimated $1.87. The costs for FedEx have been reduced from more than $1.36 billion per year to $21.6 million per year by customers using the website instead of the call centre calculating each package-tracking request costs Federal Express 3 cents.

Another know-how that improved its customer service is Ship Manager, an application installed on customers’ sites so users can determine shipping charges, weigh packages, and print shipping labels. Customers can also tie their invoices, billing, accounting and inventory systems to the application, Ship Manager.

Nevertheless, Federal Express still spend almost $326 million annually on its call centre to reduce customers’ annoyance when the website is down or when customers have difficulty using it. It uses CRM software called Clarify in its call centres to ensure customer service representatives’ job easier and to speed up response time.

Answer the following questions:

a)     What is the importance of technology to ensure high-quality customer service?

b)    Can you estimate Federal Express’ annual savings from using information technology?

c)     Can you give a few examples of information technologies used by Federal Express?

d)    What is the role of the application ‘Ship Manager’?

e)    Your overall observations and learning from the above case study.

Answer 1

a) Fedex.com, It's the official website of fedex,inorder to maintain the high quality customer service they keep a comprehensive wesite. They keep updated website and in a easy understandable way , So that the customers can easily understand the interface. It saves a lot of money(cost reduction). For example the customer can get every information from the wesite they neednot to call at callcenter or an help-line.

And second one is the 'Application' which are installed on our sites where we can easily see the charges, weights packages and print shipping bills.

b) Fedex saves $1.87 per customer on using website instead of call-center-helpline. And the costs for FedEx have been reduced from more than $1.36 billion per year to $21.6 million per year by customers using the website instead of the call centre calculating each package-tracking request costs Federal Express 3 cents.

c) Some examples of information technologies used by Fed-Ex include: the Fed-Ex website where customers can track their packages. Ship Manager, that allows users to weigh packages and determine shipping charges, and also the ability to link invoicing, billing and accounting to Ship Manager.

d) Shipping managers, who are a specific kind of storage and distribution manager, oversee shipping and receiving departments. Common duties of shipping managers include packing items for shipment, verifying the contents of received packages, monitoring subordinate employees, and ordering supplies. In fedex he role of Ship Manager is  he/she allows users to weigh packages and determine shipping charges, and also the ability to link invoicing, billing and accounting to Ship Manager. Customers can also tie their invoices, billing, accounting and inventory systems to the application, Ship Manager.

e) Fedex provides best customer service in the shipment of their packages and best interface for customers where they can easily check their shipping charges, wieght package and cahrge, print shipping bills overall it also provides shipping tracking system to locate the shippment location. And it also provides users requests through website and saving millions per year over call center-helpline. But still provides clarity and answers to the customers requests through call-center helpline when the website is down for maintainence.

Note: This is a case study where the data will be same for every person or student but, the sentence formation will be different for every person or student. If you still have any issue related to the answer then please do let me know through comments.

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