The History Of Canada Post Corporation

Published Date: 02 Nov 2017

Introduction

Canada Post Corporation (CPC) is also known as Canada Post Group. It is a federal Crown corporation that established by the Canada Post Corporation Act on October 16, 1981, as the successor to the Post Office Department. The head office of CPC is located at Ottawa, Ontario, Canada. (MacDonald, 2001) Deepak Chopra is the President and Chief Executive Officer (CEO) of CPC and the Chairman of the Board of CPC is Marc Courtois. (Products & Services, 2012) Canada Post Corporation operates as a group of companies, called The Canada Post Group, to deliver a full range of delivery, logistics and fulfillment services to customers. It is a Canadian Government-owned postal service company engaged in providing postal service for the collection, transmission and delivery of messages, information, funds and goods both within Canada, between Canada and places outside Canada. (Board Profile, Canada Post Corporation, 2012) The mandate of CPC is to provide secure, affordable universal postal service that meets the needs of Canadians on a financially self-sustaining basis. They serves all Canadian residents, businesses and organizations by providing protected conveyance of messages, information and parcels throughout Canada and by providing quality value-added services. (Products & Services, 2012)It also plays an important role in helping Canadians to run their businesses, ship goods to all around the world, and communicate with each other. (Backgrounder - Canada Post Corporation and The Government of Canada, 2009)

According to Andrew R. Thomas, "the customer is king" and "the customer is always right". (Thomas, 2007) Customers are vital to an organization. If the customer is satisfied with the products and services provided by an organization, it will influence the profit of the organization, customer loyalty and brand awareness of the organization significantly. Thus, an excellent customer service is important to an organization because it is often the only contact a customer has with a company. Unfortunately, there are some customer issues faced by Canada Post Corporation that will obviously influence the satisfaction level of customer. Firstly, the customers of CPC had bad experience on the calling centre agents. A customer could call three or four times about the same issue but they are providing different responses on the same issue. It was so complicated and confusing and makes their customer lack of trust on their services. Secondly, the old system used by CPC is affecting the work productivity of the employee significantly. The systems used by CPC are stand-alone and unable to integrate customer and phone call. It makes their employees hard to response rapidly to the customer.

Process redesign can be defined as the redesign and system optimization in order to achieve remarkable improvements in critical measures of performance like cost, service, quality, and speed and customer satisfaction. It is the most effective ways to boost business performance, improve satisfaction level of customer and enable the organization to compete effectively with their competitors (Hofstede, 2008).

With the increasing expectation of customer toward CPC and development of technology, CPC realized that their future is highly depends on having customer processes and support systems that will allow them to better satisfy their customers and compete globally. Thus, process redesign is the only way for CPC to success in future. An enterprise-wide business transformation initiative had launched by CPC to redesign all processes to gain competitive advantage and enhance customer service. And innovative technology solutions are applied for 24/7 emergency services for customer, stronger relationship with leading manufacturers and proven expertise and experience.

Besides, process redesign of CPC can lead to a new automated workflow processes. This latest system now supports automated workflow, electronic documents, and online approval that can reduce paperwork and improve efficiency and tracking. This new system has improved the internal employee experience and work productivity of CPC. They can easily get the information of the customer and history of the cases related to the customer and response rapidly to the customer. It enables their front line employee to better serve their employees. Consequently, it can increase the customer loyalty and satisfaction level toward the services provided by CPC. Besides, CPC is able to integrate their customer by using this new system. This is because the integrated view of customer is provided by this system from prospect to the placement of orders and account receivable. CPC also enable to better understand the needs of their customer by using this new system because single customer view and a single face to the customer are provided.

Moreover, self-services orientation is one of the systems introduced by CPC to enable their customer visit the company website to place online orders and tracking their own parcels whenever they want and wherever they are located. It can satisfy their postal needs and is more convenience for the customer than the traditional ways. CPC’s new system provide customer with online access products. It will increase the sale of CPC. And it also provides customer with online access to a comprehensive solution database for self-service query resolution that can solve the problem faced by the customer. The customer also can provide their feedback on products and services of CPC on the website of CPC. It will allow CPC to do improvement on it. This new system enable CPC to build client and partner loyalty, improve customer satisfaction, speed and enhance service, reduce customer support costs and generate significant revenue.

3.0 Question 2

3.1 Question related to bills

Update customer profile

-Update payment history

-Update customer last purchase

- Submit invoice to accounting department

Telephone payment (new telephone tools)

-call phone number provided by CPC

- Free of charge

Interactive Voice Response (IVR)

-information provided without assistance from trained specialists.

-menu options can be made for 24/7.

-multiple language support

Make payment

- Payment method:-

Credit card

Debit card

Auto debit

Check payment account

-confirm the products and services purchased by customer.

- check amount of payment

Check & verify customer information

-name

-address

-identification card (IC)

-Credit card information

-

Firstly, customer can make their bill payment by using phone call. They can call to the phone number provided on the website of CPC which is free of charge. After dial to the phone number, it will get response from IVR. IVR is a computer-base system that allows caller to use their telephone keypad and voice commands to retrieve information without assistance from trained specialists. It is with multiple language support and menu option can be made for 24 hours per 7 days. Once the call response to IVR, the customer have to choose the language they familiar and choose the service they are needed by using phone’s keypad. After choosing the service, it will direct the call live call agent. The live call agent will check and verify the information of the customer by having their name, home address, identification number and credit card information. This process is to make sure the caller is the holder of the credit card. After getting the information of customer, the system of CPC will show the detail information of the customer, last purchase of the customer and so on. After the verification process, the call agent will double confirm with the customer about the products and services they purchased and check the amount of payment they need to pay. The customer can make their payment with debit card, credit card and auto debit every month. Then the call agent will update the payment history and last purchase of the customer and submit the invoice to accounting department after the billing payment is done by the customer.

Address changing via online (website)

- more convenience

- take less time

Inform their customer about the new address is changed

-by sending E-mail or mail

3.2 Question related to moving to other addresses

Update customer personal profile

- make sure latest customer information is updated

- effective working process

Visit to CPC website

-login customer profile

-secure with password

Inform CPC via E-mail about the update done by customer in customer information profile

Edit customer personal profile

- update to new address

The customer choose to update their customer information by using online which is more convenience and take less time for them. There is a responsibility for the customer to update their information with CPC as it will influence the workflow of CPC with wrong customer information. The customer will visit to CPC website and login to the customer profile. It is secure with password in order to protect the privacy of customer. After entering to the customer profile, the customer is able to edit their information from the old home address to new address. Before submit the new customer profile, the customer has to make sure the information is all correct. After checking, the customer will submit the new customer profile on the website of CPC and send an email to CPC to inform them about the changes. Then, the employee of customer service will update the customer personal profile. They have to make sure latest customer information is always up-to-date to ensure effective working process. Send an email or mail in order to lets their customer know their customer profile is update by CPC.

3.3 Question related to new/different subscriptions

Call - in (new phone tools)

-Call customer services hotline provided by CPC

-Free of Charge

Update customer database

- update customer last purchase

- update customer payment history

-submit invoice to accounting department

Interactive Voice Response (IVR)

- multiple language support

- different service option

-direct to live call agent

Make payment

- Payment methods:-

PayPal

Credit card

Debit card

Auto debit

Live call agent provide information about subscription package

- price

- Term and condition to apply

- subscription expiration date

- add subscription package to shopping cart

Place order

- New customer: Provide name, home address, identification card, email and bank account

-Existing customer: provide name, identification card number and bank account

- make contract with the company.

The customer can make a new or different subscription via phone call. They can visit to the company website of CPC to get the customer service hotline that is free of charge. Once customers call in to the hotline number, they will response to interactive voice response. IVR will ask the customer to choose the language that they know by touching phone‘s keypad. After that, there are several service options available for the customer such as tracking their postal, payment and make subscription. Next, it will proceed to live call agent after the customer choosing the service needed view the entire subscription package available in CPC.

Then, the live agent will describe the information regarding to the subscription package provided by CPC such as price, subscription expiration date and the term and condition to apply for it. After that, the customer will evaluate the subscription package to choose which subscription best suit them. Customer final decision is always influence by the salesperson, family members and friends. After customer decides which subscription to purchase, they will place their order with the love agent. For the new customer, call agent will ask for their name, home address, identification card, email and bank account for record. While for the existing customer, call agent will ask for their name, identification card number and bank account that enable them to find the information about the customer on customer database. The customer information is needed for make contract with CPC.

After that, they can make payment by using PayPal, credit card, debit card, and auto debit. After the purchasing process, the employees need to update customer database about their last purchase, customer payment history and submit the invoice to accounting department to make record.

3.4 Question related to products and services

Visit CPC’s website (website)

- login to customer profile

-new customer creates new account

Update customer database

- update customer last purchase

- update customer payment history

-submit invoice to accounting department

Get information about products and services on CPC’s website

-Products and services available in CPC

-Price

-Function

-

Make payment

- Payment methods:-

PayPal

Credit card

Debit card

Auto debit

Customer decision making

- decide which products and services are more suitable for them

-final decision making is influenced by family members and friends.

Customer add chosen products and services to shopping cart

For the customer who has question related to products and services, they can make purchase via internet. They can visit to the company website of CPC to view the entire products and services available in CPC. After visit to the website of CPC, for the new customer, they have to create a new account on CPC website. While for existing customer, they have to login to their customer profile so they are able to shop on this website. Customer information is important for CPC for billing process and makes report. Then the customer can get information regarding to the products and services provided by CPC such as price, function of products and services.

After that, the customer will evaluate the subscription package base on the information provided on the website to choose which products and services best suit them. Customer final decision is always influence by the salesperson, family members and friends. They also have their rights to decide whether they buy or not to buy products and services provided by CPC after getting information from CPC’s website. After customer decides which products and services to purchase, the products and services that they want to purchase will be added into the shopping cart.

Then, the customer can make their payment via PayPal, credit card, and debit card and auto debit. After the buying process, the employee need to update the customer last purchase, payment history and submit it to accounting department for record.

3.5 Complaint handling

Reply customer with solution within 24 hours

- via email or phone call

- create customer value

- Customer-focused mindset

Make complaint via internet (website)

- customer have rights to make complaint on services of the company

-login to CPC’s website

- provide feedback on the website

Analyze the problem

-find out the sources of the problem

-ways to solve it

-improve satisfaction level of customer

Take note of customer complaint

-pay attention on the complaint of customer

-appreciate customer feedback

-can improve working performance

Submit the complaint letter via email

Write a complaint letter for CPC

- Write problem issue that the customer faced and is not satisfied with CPC

Customers have their rights to make complaint on the services of the company and it is essential to a company for an organization, either a positive feedback or negative feedback. One of the ways for customer to make complaint is via online. First, they need to visit to the website of CPC, login to the customer profile and provide feedback for CPC. They can write a complaint letter for CPC about the problem issues that the customer faced and things that are not satisfied with CPC. Then, the complaint letter is submitted via email. After submitted, the complaint letter is read by employees from customer service. The employee should take note of customer complaint, pay attention on the issue and shouldn’t ignore it. They should appreciate feedback from the customer because it can improve working performance and increase customer satisfaction. Then they should form a group to analyze the complaint of customer and find out the sources of problem and ways to solve it. After that, the employee will reply customer with problem solution within 24 hours via email or phone call to inform them that their complain is appreciate by CPC and they will try to overcome the problem as soon as possible. This action will create value for the customer and create a customer-focused mindset as well.

4.0 Question 3

4.1 Voice response (new telephone tools)

Voice response is one of the CRM systems of CPC during redesign process. CPC has brought in new telephone tools to their business to better serve their customers. Voice response is an automated telephone system that enables to communicate with callers, obtain or provide information and routes calls to the appropriate recipient (Beres, 2012).Voice response can reduce the workforce needed during working hour of an organization and information can be obtain by caller without assistance of trained specialists, which in turn can lower operating costs of an organization. It cans also extending the service hours as there is no require of human intervention. It can operate for 24 hours per 7 days (Pegu, 2009). By using voice control, it can improve working performance of employees and improve customer experience. It can create value for their customer, employees and the company as well. This is because voice response able to answer high call volume automatically without delay even during high peak period. The caller also able to retrieve recorded information or carry out transaction without assistance of trained specialists. For example, CPC is able to handle 5 millions calls annually across different time zone by using mySAP CRM to nine contact centers. CPS supports queuing for customer inquiries and enables e-mail, fax, and voice-back options for customers and supply agents by using this new system. This CRM system is used by question related to bills and question related to new or different subscription

4.2 Case management

Case management allows an organization to find out the data needed from the computer. It is easy for the organization to find out the information of customer by using this system. By using this system, they can best serve their customer and response rapidly to the changes of information. It will improve the satisfaction level of customer and improve working productivity of employees. This CRM system is use for question related to bills, changing address, products and services, subscription and complaint handling.

4.3 Business warehouse reporting

Business warehouse is a combination of databases and databases management that can be use to support management decision support. It is also data storage and reporting software that is needed an organization to analyses information from sales and customer cases (Paladin, 2012). It enables the company better serve their customer by response rapidly to the customer’s needs and change processes. Thus, the customer will get good experience from CPC and the satisfaction level of customer will increase. This system is used by CPC. When CPC receive a call from a customer, the CPC solutions database will show up the history of case related to the customer and can reference frequently asked question. It enables CPC to integrate the view of customer from the prospect to the placement of order. Business warehouse reporting is related to question related to bills, changing address, subscription, products and services and complaint handling.

4.4 Website

Website is a collection of World Wide Web (WWW) files and can be accessed by visiting the homepage by using browser (Rosa, 2005). It can be use to search information needed. It is convenience for a person to do research a product on the internet than drive a car somewhere and look for or ask someone for information. Besides, it can expand the market of one organization by using website. This is because it is virtually and accessible from any country in the world. People can visit to a website every there are and whenever they want. It can increase sales of an organization significantly. For example, the website of CPC is www.canadapost.ca/. The customer of CPC can access to the website to view the products and services available in CPC. This CRM system of CPC is related to question related to address changing, products and services and complain handling.

4.5 My SAP retail online (Internet sales)

MySAP retail online is integrates process with internet sales to provide customer with online access products. It is linked with the back office SAP R/3 system in order o provide a single customer view and a single face to the customer This CRM system is one of the best ways to boost sales of an organization. This is because in this technology era, the customer is more preferred to shopping online. Besides, internet is available and accessible for people all around the world.

4.6 Order taking

Order talking system is design for Rapid- ordering and Customer Relationship Management (CRM) (Parkn', 2000). It will help the customers place their orders directly onto the company website. Sales and profit can be increased significantly by using order taking because the organization can extend their operation hours and increase sales without having to hire more staff. The customer can place their order online or via customized order software 24 hours per 7 days. And it is save time because the customer can place an order at any time from any location. It is more convenient for the customer to shopping online rather than the traditional ways. For example, the customer of CPC is allows to tracking their own parcel and placing order online with the new CRM system of CPC. And this CRM system is related to question related to products and services and new or different subscription.

4.7 Internet service

Internet service is one of the CRM systems of CPC that is needed for them to interact with their customer. This system is highly availability in the business process of CPC. In CPC, their customer is able to use internet service to tracking their own parcel and placing online order that is 24 / 7 days ability to satisfy their postal needs. It can improve the customer experience and increase sales of the company. Besides, CPC use this application to provide their customer-service agents and delivery supervisor with details of customer transaction which including inquiries, complaints, claims and orders from single screen. It can improve interaction of CPC and their Co-partner. Question related to changing address, products and services and complaint handling.

4.8 E-shipping tools

Electronic shipping tools are suitable for customers with low to medium volume of shipments and mailing. It is ideal for occasional shipping. Electronic shipping tools can enhance and combining two exiting online tools. By using this system, the customer can place their order and create all shipping documents via online and mobile phone. It is more convenience and takes less time for them. It will improve the customer‘s experience, satisfaction level and create value for customer as well. This system is use for question related to products and services.

Lists of Reference

Backgrounder - Canada Post Corporation and The Government of Canada. (2009, April 2). Retrieved from Canada Post Corporation Strategic Review: http://www.cpcstrategicreview-examenstrategiquescp.gc.ca/bckgrndrs-eng.html

Beres, T. (2012, April 23). Interactive Voice Response System. Retrieved from HowTo.gov: http://www.howto.gov/contact-centers/technologies/interactive-voice-response-systems

Board Profile, Canada Post Corporation. (2012, October 30). Retrieved from Governor In Council Appointment : http://www.appointments.gc.ca/boardProfileOrg.asp?OrgID=CPO&type-typ=&lang=eng

Hofstede, A. t. (2008). Business Process Managemnet Workshops: BPM 2007 International Workshops,BPI, BPD, CBP, ProHealth, RefMod, Semantics4ws, Brisbane, Australia, September 24, 2007, Revised Selected Papers. Australia: Springer.

MacDonald, J. (2001, January 5). Canada Post Corporation. Retrieved from factscanada.ca: http://www.factscanada.ca/friday/friday-2001-01-01-05.shtml

Paladin, D. (2012, March 19). SAP - Business Warehouse. Retrieved from squidoo: http://www.squidoo.com/BW

Parkn'. (2000, Jan 1). Order taking system. Retrieved from Crosetech.com: http://www.crosetech.com/productsservices/pdasol-ots.htm

Pegu, U. (2009, November 28). Top 5 benefits of having IVR system in your office. Retrieved from IVRS World: http://www.ivrsworld.com/benefit-of-ivr/top-5-benefits-of-having-ivr-system-in-your-office/

Products & Services. (2012, July 12). Retrieved from Canada Post: http://www.canadapost.ca/cpo/mc/aboutus/corporate/governance/directorbios.jsf

Rosa, M. D. (2005, April). Web site. Retrieved from SearchSOA: http://searchsoa.techtarget.com/definition/Web-site

Thomas, A. R. (2007). Direct Marketing in Action: Cutting-Edge Strategies for Finding and Keeping the Best Customers. USA: Greenwood Publishing Group.