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SHIPMENT
TRACKING SOLUTIONS
This month's Newsletter highlights
another success story from our client files that may
just apply to your organization.
U.S. Holiday Shopping to Rise Smartly
The Background:
Several
e-commerce providers and market research firms predict
strong increases in online shopping for the U.S. Holiday
season. Among them, Yahoo! Inc. projected a 60% increase
in sales levels; Microsoft has seen recent increases
of 150%; and Amazon reported that customers worldwide
have ordered more than 8.9 million items since Nov.
9. Our own clients have seen growth rates of up to 40%
throughout 2001.
Meanwhile, the market research firm, eMarketer predicts
14.1 million more people will shop online and online
consumer spending will hit $10.7 billion in Q4 2001
- a record quarter for the online channel.
Tracking all those shipments will
be a customer service challenge whether you're selling
to businesses or consumers and is the focus of this
month's case history.
The Problem:
Customers want to know the status
of their shipments.
The Solution: Our
analysts studied the problem of shipments to multiple
Time Zones and tracking requests being made during non-business
hours. It was impractical to even consider staffing
for these requests so we implemented a UPS Tracking
Tool on the client’s Web Site.
The needed navigation was created and we added a specialized
web page that integrated the UPS Online Tools while
maintaining the "Look and Feel" of the client's
site. Both our clients and their customers liked the
results. The main features implemented were:
- UPS
Shipment Tracking of packages right from the web site
using the reference or order number.
- UPS
Signature Tracking which provides Proof of Delivery
information including a digitized signature and delivery
status.
- UPS
Address Validation which ensures that customer-entered
shipping addresses are correct at the time of the
order.
- UPS
Rates & Services Selection which lets online customers
compare various UPS shipping methods right on the
web site.
The
Payoff: Customer
service costs are reduced and customers get better service
by being
able to access the shipment tools at any time, day or
night, at a comparatively modest one-time development
cost.
If
you'd like more information about the Lead Management
System or would like to talk directly to our client, just
let us know.
And
you're that much closer to building a competitive advantage
for your company.
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