Singapore, May 29, 1996 - FedEx recently launched its Customer Service Workstation (CSW) in Singapore - a first for the express transportation industry outside the United States. The implementation of this new system is part of FedEx's continuing leadership, keeping on the forefront of customer service excellence through the application of leading-edge technology.
The Customer Service Workstation enables FedEx Customer Service representatives to identify callers who have accounts with FedEx and view their shipping histories as soon as the call is answered. This information is instantly accessed and displayed, and both the Customer Service representative and the customer can take immediate advantage of new interactive functions now available.
"This is an extremely positive development in customer service. Where traditionally the customer service function used to be purely responsive, now our representatives have an interactive tool at their fingertips. This proven concept brings great benefits to both FedEx and its customers in Singapore through greater efficiency, accuracy, speed and flexibility," Lucy Conley, Managing Director, Customer Service for the company's Asia Pacific division, said.
FedEx was the first express transportation company to develop and launch this innovative customer service concept in its U.S. operations in 1993. The company now has more than 2,500 Customer Service Workstations in place in the U.S., but this is the first application of the service in its international operations.
Singapore was selected as the initial launch site because of the country's globally recognized telecommunications capabilities and excellent infrastructure.
The introduction of the CSW allows a more efficient service flow, as well as offering a more personalized service, for FedEx customers. In addition to displaying customer account profiles and shipping histories, the CSW also allows for swift faxing of caller requests for information such as rate sheets, commercial invoices and other forms required for document preparation without the Customer Service representative having to leave his or her desk.
"Increasingly personalized service is an industry trend identified by FedEx, and the CSW will literally transform the traditional method of requesting or accessing customer information which is already in the database. In this way, FedEx is leveraging its express transportation technology capabilities to drive its innovative programs for superior and high-quality customer service, "K.C. Chung, Managing Director for the company's Information & Telecommunications division in Asia Pacific, said.
The CSW implemented in Singapore is a derivative of the concept developed and applied by the company in the U.S. Contributors to the development in Asia included Northern Telecom and its local distributor, Folec Communications. Singapore Telecom and Hewlett Packard also assisted in the process.
"The initial feedback from our customers so far has been extremely positive and encouraging. They are commenting on greater convenience and speed. We will continue to expand this service in Singapore," Ms Conley added.
"The CSW is a trend in our industry, and I expect more developments in this area where the telecommunications infrastructure permits."
FedEx serves 210 countries, providing fast and reliable package delivery for approximately 2.5 million items each working day. The company has over 119,000 employees, more than 530 aircraft, 37,000 vehicles and nearly 300,000 Powership® and FedEx ShipTM automated systems in its integrated global network. It handles more than 380,000 calls and 35.5 million electronic transmissions daily. FedEx reported revenues of US $9.4 billion for its 1995 fiscal year.
FedEx currently services the Asia Pacific market with nearly 3,000 employees in 30 countries and territories. The company provides the most extensive trans-Pacific air lift of any major competitor, with wide-bodied MD-11, DC-10 and A310 aircraft flying daily, linking its FedEx AsiaOne network for overnight delivery to major commercial and financial centers throughout Asia. It is the only express transportation carrier in the world using its own aircraft and crews to provide an integrated service into and out of the People's Republic of China.
