Using Information Technologies at Federal Express Federal Express (FedEX), founded in 1971, handles an average of 3
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Another technology that improves customer service is Ship Manager, an application installed on customers' sites so users can weigh packages, determine shipping charges, and print shipping labels. Customers can also link their invoicing, billing, accounting, and inventory systems to Ship Manager. However, Federal Express still spends almost $326 million per year on its call center in order to reduce customers' frustration when the Web site is down or when customers have difficulty using it. The company uses customer relationship management software called Clarify in its call centers to make customer service representatives' jobs easier and more efficient and to speed up response time.
What are Federal Express's estimated annual savings from using information technology?
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Related Book For
OM operations management
ISBN: 978-1285451374
5th edition
Authors: David Alan Collier, James R. Evans
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