Customer Relationship Management

Customer Relationship Management

UPS COMPETES GLOBALLY WITH INFORMATION TECHNOLOGY |
United Parcel Service (UPS), the world’s largest air and ground package-distribution company, started out in 1907 in a closet-sized basement office. Jim Casey and Claude Ryan—two teenagers from Seattle with two bicycles and one phone— promised the “best service and lowest rates.” UPS has used this formula successfully for more than 90 years and is now the world’s largest ground and air package-distribution company.

           Today UPS delivers more than 13.6 million parcels and documents each day in the United States and more than 200 other countries and territories. The firm has been able to maintain leadership in small-package delivery services despite stiff competition from FedEx and Airborne Express by investing heavily in advanced information technology. During the past decade, UPS has poured billions of dollars into technology and systems to boost customer service while keeping costs low and streamlining its overall operations.

           Using a handheld computer called a Delivery Information Acquisition Device (DIAD), a UPS driver can automatically capture customers’ signatures along with pickup, delivery, and time-card information. The driver then places the DIAD into the UPS truck’s vehicle adapter, an information-transmitting device that is connected to the cellular telephone network. Package tracking information is then transmitted to UPS’s computer network for storage and processing in UPS’s main computers in Mahwah, New Jersey, and Alpharetta, Georgia. From there, the information can be accessed worldwide to provide proof of delivery to customers or to respond to customer queries.

           Through its automated package tracking system, UPS can monitor packages throughout the delivery process. At various points along the route from sender to receiver, bar-code devices scan shipping information on the package label; the information is then fed into the central computer. Customer service...

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