Smart Enterprise Magazine

Volume 7, Number 1, 2013

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FedEx can���t stop improving customer service. Now the shipping giant has mapped a route to the cloud. | By Alan Joch Absolutely, Positively Innovative T ���Customer service is part of FedEx���s DNA,��� says David Zanca, Senior VP of Customer Access and Revenue Systems. hink of bellwethers for both the health of the U.S. economy and future business trends, and FedEx Corp. will likely be at the top of any short list. After all, industry watchers regularly look to its shipping volumes ��� the company handles 9 million packages a day, on average ��� to assess the overall economic health of the country���s thousands of businesses that count themselves as customers. But the Memphis-based shipping giant is also a trendspotter in another realm: business innovation. That dates back to FedEx���s founding in 1971, when it pioneered the market for express delivery services and started on its path to becoming what is today a $42 billion (revenue) company. Early on, FedEx founder Frederick W. Smith understood the close tie between technology and customer service. That tradition lives on in solutions that today let customers use smartphones to track the whereabouts of each shipment down to street level. ���FedEx is one of those rare companies where its brand name is synonymous with the product,��� says Donald Broughton, Managing Director and

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