Question Related To Products And Services

Published Date: 02 Nov 2017

Introduction

Canada Post Corp. (CPC) is a Canadian Crown enterprise which known as a Canada’s national postal service provider with 66000 employees. It is the country’s fourth largest employers company. It serves about 30 million residential customers and over 1 million commercial customers, and also delivers over 10 billion pieces of mail per annum and also maintains long terms relationships with more than 24000 retail sales points for CPC products and services.

Canada Post Corp. (CPC) recognized that having customer processes and support systems in position with customer expectations growing and the ongoing appearance of the Internet in the future. To demonstrate its commitment to change, CPC launched an enterprise-wide business transformation initiative to redesign all processes and employ innovative technological solutions to create customer and employee value. In the new situation ‘every process must add value for the customer, the employee or the corporation’.

1. Why the process redesign so important for CPC’s success?

CPC redesign all processes to establish customer and employee values. Each process had to ensure that it was customer-focused, process-driven, and self-service-oriented and should undergo the scrutiny of measurement with assigned accountability. To redesign the processes is because customers had experienced with CPC were frequently complicated and disappointing in the past. Customers experienced to call in about three or four times with the same issue and receive different responses from call center agents. However, customer can take the control now by tracking their own parcels and placing online orders and having 24/7 ability to satisfy their postal needs. Besides that, the new system has also improved the internal employee experience. The former systems were standalone and didn’t integrate customer and call information. But now, when a customer calls, there is a history of the cases related to the customer and the system can references often asked questions such as FAQs from the CPC solutions database. These provide an integrated view of the customer from prospect to the placement of orders and accounts receivable.

2. Describe the way CPC redefined its processes. The following are some of the processes that may have been redesigned in CPC’s CRM project. Describe your proposed detail process flows for the following processes.

Question related to bills

Firstly to make a bill payment, customer must have electric equipment to access such as desktop, laptop and mobile phone. Secondly, customer must go to the website. After click in the webpage, customers must accept the term and condition of online payment then customer direct sign up as a member by create a user ID, passwords and apply customer information. Continuously, customer must select a category of payment list such as mobile bills payments, water bills payments, electronic bills payments, credits cards bills, property taxes bills and others bills with single log in. After payment list add to bill folder, customers proceed to payment option such as credit card, debit card or PayPal account. After done the process, they will send an email as a receipt to confirm that you had completed a payment.

Question related to moving to other addresses

Similar as the processes in step one, customers go through the website and for customers who already sign up can direct log in to the page. The new customers have to sign up or register again. Customers who change permanent of address can send email from old address to new address. Customers have to wait at least 3 business days to complete a change of address. Besides that, customer online moving to other addresses will be charger. After done all the process, customer will be given a confirmation mail which means customers had successful to change other address. Customers must keep the references numbers that you received in the confirmation mail in order to modify, extend or cancel services for later on.

Question related to new/different subscription

Firstly, to make a new or different subscription, customers must make a call to make. The process must go through the voice response system and the voice system will respond according what customer needs such as press number one for new subscription. After that, the voice response system will pass the line to related department. Carry on, the operators will communicate with the customers in order to understand about what is the new subscription that made by the customers. When the customers explain about the new subscription, the voice response system will record the data. After understand about customer needs, the operators will take action and inform the related company about the subscription that customers had made.

Question related to products and services

When customers want to look for the new products and services, customer must go through the website and sign in and check out for their new products and services they provided. By doing this, customers are more convenient to access to products and services. If customers are interesting the products or services, they can add them in a cart. After that, customers can make online payment to purchase their products and services by using online shipping tools. After the payment, they will send an email as a receipt to confirm that customers had completed a payment. After done all the process, the products and services will be directly ship to customer according to the address and can save the times and money.

Complaint handling

When a customer complaints over the telephone, the process must go through voice response system which is a pre-recorded words from database to help to solve customer’s problems. After receive a complaint, employees will pass to the Department Manager that a complaint has been made. On the other hands, while customer is complaining, the complaint is recording down the complaint and takes action. Managers will treat seriously of all the complaints but will be handled at the lowest operational level within the organization. Besides that, managers will investigates the complaints and then make judgment for further action. After the problem solved, see whether the customers satisfy with the solutions. If customer satisfied then the process is end. If the customers dissatisfied with solution, the managers must resolution again.

3. Analyze all the CRM systems that are in place at CPC. In what way do they enable the processes you described in question 2 above?

Telephone tools are a system that used to send voice or data over the distance to receiver. CPC arrange my SAP CRM to nine contact centers that handle 5 million calls annually across various time zones. By using SAP phone, CPC provides customer inquiries, fax, emails and voice response system for customers. Telephone tools can be used in complaint handling and making new or different subscriptions.

My SAP CRM is business application software and resources for users to access which are task appropriate for users to communicate needs in customer relationship management (CRM). The benefit of My SAP CRM is enables CPC to successful due to customers satisfaction and effective relationship management with stakeholder. Besides that, my SAP CRM also enables CPC to provide a rich and unified customer experience through all channels and help CPC to distinguish their service levels based on customer value. By using my SAP CRM, customers can place their orders and shipping documents electronically in order to save their time, reduce paperwork and improve the accuracy of transaction. This SAP CRM includes in billing, moving to others addresses, for new subscription, access to product and services and complaint handling.

Electronic shipping tool is provides customers with low to medium volume shipments and mailing. This system allows customers to place in orders directly and also create all shipping documents. By doing electronic shipping tools, it help customers to handle their entire shipping and online mailing process in CPC. Besides that, it provides customers to ship and mail worldwide using variety of CPC services. Electronic shipping tools are using in purchase online products and services in CPC web page.

SAP R/3 is an implementation of enterprise-wide client server applications and order-to-cash process.

Business warehouse reporting is a comprehensive business intelligence products center around data warehouse which optimized for R/3 environment from SAP. Business warehouse reporting is a combination of database and database management tools which are used to support and help the management for decision making. CPC uses the Business Warehouse Reporting to extract customer data to make their telesales and direct mail campaigns more effective and to uncover cross and up-selling opportunities.

My SAP Retail is an entirely integrated retailing system.