Question

Case 1: Use of Technology

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

After Reading and Understanding Use of Technology, here is answers of all questions: -

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

Answer- Technology is used everywhere now a days, everyone prefer to get solutions of any problems by using technology, for example this platform and technology is used to clear doubts of students.

Technology can solve every problems of customers in high quality manner within minutes.

So technology is must to ensure high-quality customer service.

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

Answer : - $21.6 million Federal Express’ annual savings from using information technology.

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

Answers: - A comprehensive website, FedEx.com, Ship Manager application are few examples of information technologies used by Federal Express.

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

Answer : - Ship Manager application 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.

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

Answer: -My overall observations from  Use of Technology is that How Technology is important for companies as well as for users.Technogy can do everything and replacing human rapidly.It saves alot of time as well as money.

And I observed that without technology how a company suffer from loss.

I have learned and gained knowledge about Federal Express (FedEx) and How a website play a big role to reduce cost and save money. Gained knowledge about Ship manager Application and some about FedEx data.

Please hit that like button or thumbs-up,it really motivates me(It takes only 1-2 seconds, Hope you will do that)>3

Thank you!!