Fedex Customer Service Canada

In: Business and Management

Submitted By jazparrent
Words 542
Pages 3
FedEx Canada's got the package
By: Kathleen Lau On: 04 Jul 2007 For: ComputerWorld Canada
Mississauga-based logistics firm receives best contact centre performance award at Contact Center World conference.
A company's success may depend in part on its customer contact centre's ability to manage data and integrate front-end applications with back-end systems that house that data, according to an industry expert.
Managing customer data and ensuring that customer service representatives have access to the information to quickly address incoming queries is a key requirement said Alan Hubbard, senior vice-president of Boston, Mass.-based research firm Aberdeen Group Inc.
In addition, applications should integrate with back-end systems, like customer relationship management (CRM), sales force automation, and order fulfillment system, he said.
"Tools in the area of knowledge management are critical to success so the agents can interrogate the various back-end databases."
Mississauga, Ont.-based Federal Express Canada Ltd. was recently recognized, for the first time, at the Contact Center World conference's "Best of the Best in Americas" awards for contact centre performance. ContactCenterWorld.com Inc. is a Thunder Bay, Ont.-based online resource for contact centre and customer service professionals.
The company's Gino DeAngelis, managing director for customer planning and support, said that continuously improving customer experience is the main reason behind deploying tools like a CRM system across the logistics and transportation company's three contact centres.
FedEx’s CRM system is a desktop application that provides customer service and sales staff to view customer data and transaction history with every incoming call.
For consistency and efficiency of service, the CRM system is built around workflow processes, said DeAngelis. "If a customer…...

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