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Case Study
Using Information Technologies at Federal Express
Federal Express, founded in 1971, handles an average of 3 million package-tracking requests every day (http://about.fedex.designcdt.com). To stay ahead in a highly competitive industry, Federal Express focuses on customer service by maintaining a comprehensive Web site, FedEx.com, to assist customers and reduce costs. For example, every request for information is handled at the Web site instead of going to the call center saves roughly $1.87. Federal Express has reported that customer calls have decreased by 83, 000 per day since 2000, which saves the company $57.56 million per year. In addition, each package-tracking costs Federal Express three cents; by using Web site instead of the call center to handle these requests, costs have been reduced from more than $1.36 billion per year to $21.6 million per year. Another technology for improving customer service is Ship Manager, an application installed on customers’ sites so that 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 to reduce customers’ frustration when the Web site is down or when customers have difficulty in using it. Federal Express uses customer relationship management software called Clarify in its call centers to make customer service representatives’ jobs easier and more efficient and speed up response time.
Answer the following questions: 1. Is technology alone enough to ensure high-quality customer service? * No. Without properly trained staff technology is worthless. 2. What are Federal Express’s estimated annual savings from using information technology? * $79.16

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