The History Of The Canada Post Corporation

Published Date: 02 Nov 2017

Introduction:

CPC is a Canada post corporation, it’s a Canadian crown enterprise this is a Canada’s national postal service provider.it has 66000 workers which makes them fourth largest countries employer. They have more than 30 million residential customers and around 1 million commercial customers with delivering 10 billion pieces of mail annually and have good relationship with more than 24000 retail sales points for their products and services. Delivery takes location by customary "to the door" service by 15,000 note carriers, supplemented by a 7,000 vehicle fleet in country and suburban localities, and truck delivery of parcels. There are 6,500 mail agencies over the homeland, a blend ofbusiness agencies and dealerships that are functioned by personal retailers in conjunction with an owner retail enterprise for example a drugstore.

Customers were facing lot of issues like customers were calling and complaining for same issued twice or thrice and receive different response from the call agents. Their online website was too old enough without many features so customers have to go and queue in office for any changes or any information about CPC. Their orders were getting delay as their tracking system was not so good and authentic so it always misplaced and customers have to go to post office nearest and take the order.

2.0 Question 1

The benefits for process redesign over all are that it documents and quantifies the current process, the process have simulation model for present and future, the cost and cycle time is reduced by 40% and the risk is also reduced by 50%.

The process redesign was important for CPC success because they have recognized that the future is depended on customer process and new support systems in place. To apply this strategy they launched an enterprise-wide business transformation initiative to redesign all process and they employed innovative technological method to create customer and employee value. The process which they made were reviewed to ensure that it was customer focused, process-driven, self-service oriented and could withstand the scrutiny of measurement with assigned accountability. As they got to know their feedbacks from customers before redesigning for e.g. Not getting respond from customer care center, their parcels were getting delayed and etc. so when they fixed this by customers can track their on parcels online, they place online orders, there’s FAQ which is 24/7 without waiting customer can get their answers. Because of this redesigning it also improved the internal employee experience. Earlier there was no history for customer and call information so now they keep history for customers which make them to integrated view of customer from prospect to the placement of orders and accounts receivable.

3.0 Question 2

3.1 Questions Related To Bills

Customer will walk in to office and take the serial number from the kiosk to wait on queue.

The help desk assistant will assist customer by verifying the personal details eg: name,passport no., d.o.b and etc to make sure that it’s the genuine owner.

When they start keying the data into system to get information regarding bills through their integrated customer system which is using case management crm system, where all the data for all customers are compiled together for records.

Then the assistant will ask the customer that what method of payment they will choose .

After payment done assistant will update the customer billing system and restore the line for further use.

3.2 Questions Related to Moving to Other Addresses

Website with SAP internet service application

Case Management

Customers will visit specific customer portal and log in to access their profile page with all details as it will integrated with many data bases and systems.

Then they will go to edit and change my address option, customers will fill the form which is available online to change address with all exact post office, street name, state etc. these details should fill in the form.

Once customer fill in the address verification system in database will verify the address through local directory and when the address goes to back office they double check it and then put the request in to take process and all departments should be updated in that time within 48 hours.

Then customer will get confirmation email and from then the address is changed and customers will be using the new address.

3.3 Questions Related to New/Different Subscirption

Case Management

mySap Retail Online

Customers will login to customer portal for the websites for new subscription or amending old ones.

They will go to manage subscription tab and there will be two option new subscription or change existing subscription.

If customers want to buy new subscription they will go to subscription categories where they can choose what they want to subscribe, for how long period and etc.

After all done they will go for billing and payment method by selecting it. The billing address should be exact same and valid. The payments go through mySAP retail online system. Once the payment is done the application will be subscribe and confirmation email will be sent to customers email.

To make changes in existing subscription it can be either modify or unsubscribe. modifying subscription is changing your packages, contents, time period and etc. so once customer done with changed customers will have a confirmation email in same time.

For unsubscribing completely any subscription then customers should could to unsubscribe submit the form for subscription and tell the company why they are leaving it valid reason and that reason will go back office they will analyze it and then send confirmation email to customer. Due to this it takes 24 hours.

3.4 Questions Related Products or Services

E-shipping tools

Customers visit the website and choose the desired products and services information before buying it. Customers can see the reviews their good and bad what are the things it consist and etc. then the customer choose the product and fill in the details for customer profile and select the billing method if customer select online payment then the page will be re redirected to credit card details in merchant website so once the payment confirm the shipping address will be need to fill through e shipping tools system and then shipment.

3.5 Complaint Handling

Business ware house functionality

Case Management

Customer submits the complaints and those complaints are analysing the complaint back office with all the crm members and related departments. After analysing the decision takes place and then complaints are resolved.

The solved complaint reports are send to case management for their records and then the reports are also sent to business ware house functionality system to enable proactive response to customers, the sales of customers are giving and other necessary data.

4.0 Question 3

There are 6 CRM systems in place of CPC are:

1. Telephone tools:

is that CPC moved the mySAP CRM to nine call centers which handles more than 5 million customers annually. CPC know that this system is important for these call centers as they are the largest outsourcing centers. using this it helps to queue customers as on hold while the agents are busy with other customers, there is automated customer inquiries which saves the time for customer and call agent too, now customers and supply chain department can send emails, fax and voice back option was introduced in all. So due to this system it cost lot of benefit even if customer calling to pay bill they are using this tool for attending call from customers.

2. E-shipping Tools:

It’s a shipping tool which gives benefits to customer as they can ship online without pick up hassle in online websites. It enhance and combines two existing online tools, these tools are available to commercial customers to send their shipment for work or either residential for house hold items. This tools usually comes before payment option where you have to confirm customers billing address and it should be same with their credit card they can ship any documents with this tool in CPC new website and they can directly place orders not like before.

3. Business Warehouse Reporting:

Business Warehouse sometimes elongated to Business Information Warehouse is bundled, comprehensive enterprise understanding merchandise centralised round a facts and numbers warehouse that is optimized for but not restricted to the R/3 natural environment from SAP. The SAP Business Information Warehouse permits you to investigate facts and numbers from operative SAP submissions as well as all other enterprise submissions and data causes for example databases, online services and the Internet. The Administrator Workbench purposes are conceived for commanding, supervising and sustaining all data retrieval processes. SAP BW is part of the Net Weaver suite of submissions offered by SAP.

This system makes CPC to analyze the information from sales and customers cases enables them active towards customers complaints, needs and change process to serve better customers.

4. My SAP retail online:

The SAP Retail Store constituent boasts a web-based client interface that is tailored to the obligations of stores. It makes the store-related retail purposes accessible to all your shop aides in a pattern that is so straight forward to use and understand. The interface blends the intuitive guidance of a world broad web browser with the mighty transactions of the R/3 scheme trimmed to the desires of the stores. As a outcome, even part-time employees with little teaching can rapidly start employed with the system. They are tightly linked with back office and it provides customers with online access to a comprehensive solution database for self-service query resolution. They provide customer-service agents and delivery supervisor with details of customer transaction like inquiries, complaints, claims and orders.

5. Case Management:

Case Management endows you to consolidate, organize, and process data about a convoluted difficulty or topic in a centered assemblage point.Within a case, you can assembly varied data, for example enterprise partners, transactions, goods, and documents. This data can reside in distinct personal systems. You can furthermore use Case Management to method difficulties and matters that engage multiple processing steps or multiple processors. Case Management thus carries the processing and connection flow between organizational flats and assists you to boost processing efficiency.

Case Management is accessible in the Interaction Center Web Client, and in CRM Enterprise in the People-Centric User Interface (UI).

6. Order-taking:

Taking order is an online tool which saves the customers data and provides them what they are in need for. Like in online store the cart is a taking order its saving all customers order and keep them in one place to check out altogether. It has also connection with back office and customer profile as it saves the information each time customers bought something for frequent buying and get to know about customer relationship between the stores.