The Background Of The Canada Post Corp

Published Date: 02 Nov 2017

Introduction

Canada Post Corp. (CPC) as known as Canadian Crown enterprise is a national service postal provider in Canada. CPC approbate that their corporation’s future is depend on owning customer processes and support systems working. Hence, CPC has redesigned all the processes and also employ innovative technological solutions in order to build customer as well as employee value.

Previously, the customers’ experience with CPC were always complicated and frustrating due to different response of the different call center agents as well as the several times call from the customers. Now, customers get to control, tracking their own parcels and placing online orders as well. Other than that, 24 hours to satisfy the customers’ postal needs are currently available now.

Besides, the improvement of the new systems allow to get the history of the cases which is related to the customers as well as get to reference frequently asked questions from the CPC solutions database.

Question 1

Process redesign is important for CPC’s success to create customer and employee value. The process redesign helps CPC to be more efficient and get to have an operational excellence management. Besides, technology has also brought in to CPC to provide internet sales and services to the customers. Technology helps CPC to provide an easy and convenient in purchasing as well as other services process such as package tracking, rate calculation, service standards and online business center.

Thence, process redesign which is the new system allows the unit responsible of CPC to get the history record of each customer calls and the system can reference frequently asked questions from the CPC solutions database.

In a conclusion, process redesign does help CPC to increase customer satisfaction, enhance effectiveness, efficiency, and adaptability, as well as increase CPC revenues.

Question 2

Questions related to bills

Customer

Provides account information

Request information

Action

Voice response telephony system

Provides account information CRM

Current and outstanding balance

View unbilled amount

View/Pay my bills

Billing

Provides current and outstanding balance

Provides bills account numbers, payment methods: Cash or Credit Card

Provides unbilled amount

The above process chart is a process of voice response telephony system about the questions related to bills which ask by the customer. As above, by using SAP phone, CPC supports queuing for customer inquiries about an individual billing information. Three selections of request billing information have given by CRM which is current and outstanding balance, view/pay my bills, and view unbilled amount. Customer needs to provide the information to each request from CRM in order to get the billing information.

Questions related to moving to other addresses

Customer

Request information

Provides account information

Action

Business warehouse reporting CRM

Provides account information

Moves within Canada or internationally

Business

Residential

Provides drivers license renewals, tax forms, credit cards, etc Moving to other addresses

Provides tax refunds, financial statements, contracts and purchase orders

Provides addresses

The above process chart is a process of business warehouse reporting about the questions related to moving to other addresses which ask by the customer. As above, CPC launched a business warehouse reporting functionality from CRM. Three selections of request changing addresses information have given by CRM which is residential, business and moves within Canada or internationally. Customer needs to provide the information to each request from CRM in order to move to the other addresses.

Questions related to new/different subscriptions

Customer

Request information

Action

Business warehouse reporting

epost

Canada Post CRM

Account information

Contact information

Personal profile

New/different subscriptions

Provides account information

Provides contact information

Provides personal profile

The above process chart is a process of business warehouse reporting about the questions related to new or different subscriptions which ask by the customer. As above, CPC launched a business warehouse reporting functionality from CRM. Two selections of new or different subscriptions information have given by CRM which is either choosing Canada post or epost. Customer has to provide personal profile for the request for the Canada post and Contact information as well as account information for the epost.

Questions related to products or services

Customer

Action

Request information

Provides account information

Electronic shipping tools

View, pay or manage bills management

Provides account information CRM

Place orders

Parcels tracking

Provides bills account numbers, payment methods: Cash or Credit Card

Post codes and products selection

Provides tracking numbers Products or services

The above process chart is a process of electronic shipping tools about the questions related to products or services which ask by the customer. As above, technology-enabled by SAP modules, which is electronic shipping tools allow customer to purchase products online, parcels tracking as well as view, pay or manage bills management. An individual is require providing tracking numbers for parcels tracking, post codes and products selection to place orders, and provides bills account numbers, payment methods either by cash or credit card to manage the bills.

Complaint handling

Customer

Request information

Provides account information

Action

Voice response telephony system

Provides account information CRM

Miss deliveries

Tracking (not arrived, late, damaged)

Other inquiries

Provides feedback

Provides senders information

Provides tracking numbers

Complaint handling

The above process chart is a process of voice response telephony system about the questions related to complaint handling. As above, by using SAP phone, CPC supports queuing for customer inquiries about an individual complain to CPC. An individual is request to complain about tracking (not arrived, late, damaged), miss deliveries and also other inquiries which provided by the CRM. By providing tracking number for complaining about tracking (not arrived, late, damaged), provides senders information for the miss deliveries of mail, as well as providing feedback if the other inquiries are selected.

Question 3

Voice response telephony system has been used in the processes as above for the questions related to bills and the questions related to the complaint handling. CPC has redistributed mySAP CRM to 9 contact centers which responsible in handling 5 million calls annually across the numerous time zones. As above questions related to bills and the questions related to the complaint handling, CPC supports queuing for customer inquiries and voice-back options for customers. Customers enable to complain or compliment from the CRM system, voice response telephony by request for the employees who are related.

Besides, business warehouse reporting was launched by CPC from CRM. Business warehouse reporting helps CPC to analyze the information from sales and customer cases which enables proactive responses to customers’ needs as well as the change of processes to better serve customers. As in question 2 above, questions related to moving to other addresses, and questions related to new or different subscriptions are using business warehouse reporting. Hence, business warehouse reporting handling the changing of addresses of an individual as well as the customer who wants to apply new or different subscription. This CRM system is designed for controlling, monitoring and also maintaining all data retriever processes.

Lastly, electronic shipping tools have been used in question 2 as well which are questions related to products or services. This CRM system improving and combining two existing online tools, these are available to commercial customers in both desktop as well as technology-enabled. Internet sales, Internet services and placing orders are allow in this CRM system. As above, customers who request to purchase products or tracking the parcels are available in this system.