FEDEX

Fedex

Fedex

Introduction

FedEx's CRM system, which is based on software from Amdocs Ltd., was the subject of a case study at the Gartner show, where the company was praised for the way it listens to its customers. And there are a lot of customers to listen to. FedEx ships a daily average of 5.4 million packages, and it fields 600,000 customer calls each day. Its 56 call centers are staffed by more than 4,000 service reps.

Fedex CRM and PERT

Adding to the challenge is the organization's complexity. Though FedEx operated as a single company for most of its history, it made ...