Fed ex continuing crm innovations
- 2. Started by Frederick Smith in 1973. By Late 70s-Fed Ex built a reputation of delivering goods overnight, from spare parts to eleventh hour birthday gifts. First from service sector in U.S. to win the Malcolm Baldrige National Quality Awards-The Oscar for Quality. FedEx-A Brief Introduction
- 3. Early CRM Initiatives: COSMOS(Customer , Operations and Service Master Online System) Implemented Hub and Spoke System. G.O.C-Global Operations Control Centre. Fed Ex-Power Ship. Fed Ex-Super Tracker CRM at Fed Ex
- 4. Electronic Customer Relationship Management (ECRM)-A technique companies use to increase and enhance their marketing skills and capabilities. Has increased the importance of interacting with customers. Helps organizations to recognize and react to the changing demand of customers. Measure to retain customers. E-CRM
- 5. E CRM-Transcends sales, marketing and services within an organization. Fed Ex used CRM applications like Clarify from Nortel and one more application from Siebel. These tools enabled FedEx to coordinate communication across the many differing customer-facing systems spanning the organization. E CRM at Fed Ex
- 6. To have a detailed information on their customers when the customer calls them. Route the customer calls to the appropriate customer service representative. Determine the needs of the customer. Provides an opportunity to cross sell based on the customers previous transaction history. It also helped them in conducting promotions and qualify potential sales leads. E CRM-Benefits to Fed Ex
- 7. Acquisition Expansion Retention Why E CRM?
- 8. FedEx initiative-6x6 Transformation to cater to changing customer needs. Initial Focus-Cost effectiveness, speed, innovation, service levels and business alignment. End Goal-To create a consistent environment linking FedEx Express, FedEx Ground and FedEx Kinkos divisions. 6x6 Transformation-Need For Kaizen
- 9. 6x6 Transformation Satisfying the FedEx customer Working as trusted partners with FedEx colleagues and clients Evaluating greater opportunities for IT employees Ability to delivery quickly by boosting its bandwidth in the organization Establishing a consistent environment with EWIS Simplifying inforamtion access through FUSION
- 10. Training and Educating IT workforce helped them to work across teams, initiate projects much quicker, etc. Improved internal business relationships. Satisfying work environment for IT personnel. comprehensive work force management program. Common IT platforms across various departments. Simplified access to information. Further Initiatives
- 11. RFID The Police ( Package optical label image capture equipment) system Use of Intelligent pen Technology. Use of wireless technology for sorters. Purple lights A laser scanner based system with voice output to sort documents. FedEx Power pad. Additional Technologies
- 12. 150 IT employees moved to high priority projects after 6x6 initiative. Fed Ex Fusion-To provide internal users and customers with a single source of information. Integrated Internal Business Communication from all Fed Ex operating companies. IT Virtual Community Portal-Provided key information and metrics to everyone in I.T Customer Fusion, Shipment Fusion & Revenue Fusion. Role of IT
- 13. Visibility likely to increase-with constant up gradation in CRM initiatives. More advanced algorithms and analytics likely to surface in future. As for Fed Ex-it continues to grow with a revenue of 44.3 billion USD in 2013,owing it majorly to the use of IT and CRM initiatives. Looking Ahead
- 14. THANK YOU